Peak Support

Team Lead

• Lead, coach, and develop a team of Scheduling Coordinators to achieve operational and service goals.
• Provide ongoing feedback, performance coaching, and support to help team members succeed.
• Monitor productivity, quality, and adherence to scheduling processes.
• Conduct regular one-on-one meetings, team huddles, and performance reviews.
• Foster a positive, collaborative, and accountable team culture.
• Oversee daily scheduling activities to ensure client shifts are filled accurately and on time.
• Support the team in resolving scheduling conflicts, last-minute call-offs, and urgent coverage needs.
• Monitor scheduling queues and staffing levels to maintain continuity of care.
• Ensure scheduling practices comply with company policies and client requirements.
• Identify operational challenges and implement process improvements to enhance efficiency.
• Build and maintain strong working relationships with caregivers, clients, recruiters, and internal departments.
• Serve as an escalation point for complex scheduling concerns and service issues.
• Partner with cross-functional teams to resolve operational challenges and improve communication.
• Promote a client-first approach while balancing the needs of nurses, caregivers, internal stakeholders and the business.

Team Lead – Scheduling Coordination, Healthcare

Customer Support

• Review caregiver onboarding requirements to ensure all required credentials and compliance items are complete, accurate, and current.
• Verify licenses, certifications, background checks, health clearances, and other onboarding requirements before onboarding approval.
• Identify missing, expired, or incomplete requirements and ensure they are resolved in a timely manner.
• Maintain accurate and organized caregiver compliance records.
• Partner with Recruitment and other internal teams to obtain outstanding onboarding requirements.
• Communicate requirement status and provide timely updates to stakeholders.
• Follow up on missing items to help keep the onboarding process on schedule.
• Escalate unresolved compliance issues when necessary.
• Update internal systems with compliance and onboarding statuses.
• Track outstanding requirements and prepare status reports as needed.
• Maintain confidentiality of caregiver information.
• Support process improvements that enhance the efficiency and accuracy of the compliance process.

Compliance Support Specialist – Homecare

Business Operations

• Lead, coach, and develop a small cross-functional team supporting Accounting, Talent Acquisition, and Compliance
• Conduct regular one-on-one meetings, provide performance feedback, and support employee development
• Foster a collaborative, accountable, and high-performing team culture
• Monitor team productivity, quality, and service levels to ensure departmental goals are achieved
• Support team members by removing obstacles and providing guidance on day-to-day operational challenges
• Oversee the daily operations of the Accounting Support, Talent Acquisition, and Compliance Support functions
• Ensure payroll support, client billing, recruitment, and compliance activities are completed accurately and within established timelines
• Prioritize workloads and allocate resources based on changing business needs
• Identify operational gaps and implement process improvements to increase efficiency and service quality
• Ensure company processes, policies, and quality standards are consistently followed
• Partner with Operations, Scheduling, Recruitment, Compliance, and other internal stakeholders to support organizational goals
• Serve as the primary escalation point for operational issues requiring leadership support
• Build and maintain strong working relationships across departments to ensure seamless collaboration
• Communicate updates, priorities, and operational changes effectively with internal stakeholders
• Monitor team performance, service levels, and key operational metrics
• Analyze trends, identify improvement opportunities, and implement action plans
• Ensure systems, records, and operational documentation remain accurate and up to date
• Promote a culture of continuous improvement by encouraging new ideas and operational efficiencies

Team Lead – Business Support Operations

Scheduling Coordinator

• Schedule caregivers for home care services
• Manage caregiver schedules in software
• Handle scheduling requests and emergencies
• Communicate updates to clients and caregivers
• Collaborate with care coordination teams
• Monitor compliance with care plans

Marketing

• Assist in executing marketing initiatives that reinforce the company's luxury brand identity.
• Create compelling content for social media, email campaigns, website updates, blogs, and other marketing materials.
• Ensure all marketing communications reflect the brand's voice, visual standards, and premium customer experience.
• Coordinate the content calendar and support the timely delivery of marketing assets.
• Assist in launching and monitoring digital marketing campaigns across email, social media, and paid advertising platforms.
• Build and schedule email newsletters and promotional campaigns using marketing automation tools.
• Support website content updates, landing pages, and promotional materials.
• Help optimize digital campaigns by tracking performance metrics and identifying opportunities for improvement.
• Create, schedule, and publish engaging content across platforms such as Instagram, TikTok, LinkedIn, and Facebook.
• Capture and edit photos and short-form videos for social media and digital marketing campaigns.
• Monitor social channels, respond to comments and messages, and help build an engaged online community.
• Stay informed on social media trends and recommend creative content ideas.
• Support lead generation initiatives by assisting with campaign execution and promotional activities.
• Help maintain marketing databases and CRM records.
• Coordinate with showroom teams to gather customer stories, testimonials, and user-generated content.
• Assist with influencer collaborations, partnerships, events, and other marketing initiatives.
• Track and report on key marketing metrics, including email performance, social engagement, website traffic, and campaign results.
• Assist in preparing regular marketing reports and presentations.
• Collaborate with cross-functional teams to ensure marketing initiatives are delivered on time and aligned with business goals.
• Support the Director of Marketing with special projects and day-to-day marketing operations.

Marketing Associate

Payroll

• Process employee payroll accurately and on schedule
• Prepare, review, and issue client invoices based on authorized services and billing requirements
• Verify payroll and billing data to ensure accuracy and completeness
• Investigate and resolve payroll, invoicing, and billing discrepancies
• Respond to inquiries regarding payroll, invoices, and billing questions
• Maintain accurate payroll, invoicing, and billing records
• Generate reports using Microsoft Excel and internal systems
• Collaborate with other departments to ensure accuracy of payroll and invoicing information
• Identify opportunities to improve payroll and billing processes

Client Billing, Payroll Specialist

• Efficiently scheduling caregivers for home care services
• Managing scheduling software
• Resolving scheduling conflicts
• Fostering positive relationships with caregivers and clients
• Generating reports on scheduling metrics
• Supporting caregivers with scheduling inquiries

• Assist in executing marketing initiatives that reinforce the company's luxury brand identity
• Create compelling content for social media, email campaigns, website updates, blogs, and other marketing materials
• Ensure all marketing communications reflect the brand's voice, visual standards, and premium customer experience
• Coordinate the content calendar and support the timely delivery of marketing assets
• Assist in launching and monitoring digital marketing campaigns across email, social media, and paid advertising platforms
• Build and schedule email newsletters and promotional campaigns using marketing automation tools
• Support website content updates, landing pages, and promotional materials
• Help optimize digital campaigns by tracking performance metrics and identifying opportunities for improvement
• Create, schedule, and publish engaging content across platforms such as Instagram, TikTok, LinkedIn, and Facebook
• Capture and edit photos and short-form videos for social media and digital marketing campaigns
• Monitor social channels, respond to comments and messages, and help build an engaged online community
• Stay informed on social media trends and recommend creative content ideas
• Support lead generation initiatives by assisting with campaign execution and promotional activities
• Help maintain marketing databases and CRM records
• Coordinate with showroom teams to gather customer stories, testimonials, and user-generated content
• Assist with influencer collaborations, partnerships, events, and other marketing initiatives
• Track and report on key marketing metrics, including email performance, social engagement, website traffic, and campaign results
• Assist in preparing regular marketing reports and presentations
• Collaborate with cross-functional teams to ensure marketing initiatives are delivered on time and aligned with business goals
• Support the Director of Marketing with special projects and day-to-day marketing operations.

• Process employee payroll accurately and on schedule.
• Prepare, review, and issue client invoices based on authorized services and billing requirements.
• Verify payroll and billing data to ensure accuracy and completeness.
• Investigate and resolve payroll, invoicing, and billing discrepancies.
• Respond to phone calls and emails from caregivers, clients, and internal employees regarding payroll, invoices, billing questions, and payment concerns.
• Research issues, provide timely resolutions, and escalate complex matters when necessary.
• Maintain accurate payroll, invoicing, and billing records.
• Generate reports using Microsoft Excel and internal systems.
• Collaborate with Operations/Scheduling, Sales, and other departments to ensure payroll and invoicing information is accurate.
• Identify opportunities to improve the efficiency and accuracy of payroll and billing processes.
• Strictly adhere to weekly billing/payroll cutoff deadlines to ensure all stakeholders are paid and billed on time.
• Perform regular reconciliation of client payments against issued invoices and proactively follow up on outstanding or aged receivables.
• Process billing adjustments, credit memos, and payroll corrections as authorized, ensuring all changes are thoroughly documented and approved.
• Clearly explain billing and payroll adjustments to caregivers and clients (to avoid confusion and build trust and confidence in the process).

Client Billing & Payroll Specialist – Homecare

Team Leader

• Lead, coach, and develop a team of Customer Solutions Guides to consistently deliver exceptional customer experiences.
• Conduct regular one-on-one meetings, coaching sessions, performance evaluations, and career development discussions.
• Monitor individual and team performance against key performance indicators (KPIs), service levels, quality standards, and customer satisfaction metrics.
• Oversee the daily operation of the Customer Solutions team to ensure timely resolution of escalated customer cases.
• Develop the technical expertise and customer service capabilities of Customer Solutions Guides.
• Partner with Product, Engineering, Aftersales, Operations, Quality, and Training teams to resolve systemic customer issues.
• Analyze customer trends, escalation patterns, and operational data to identify improvement opportunities.

Customer Solutions Team Leader

Customer Specialist

• Resolve complex and escalated customer cases requiring advanced troubleshooting, policy interpretation, and cross-functional collaboration
• Investigate root causes across systems, workflows, and customer journeys to identify sustainable solutions
• Take end-to-end ownership of customer cases through successful resolution
• Balance customer advocacy with company policies and operational requirements while exercising sound judgment
• Maintain proactive communication and timely follow-up throughout the resolution process
• Serve as the primary escalation point for Tier 1 Customer Support Agents
• Evaluate case complexity, urgency, and business impact to prioritize work effectively
• Provide real-time coaching and guidance to frontline support agents handling challenging customer interactions

Customer Escalation Specialist

• Lead and develop a team of Customer Solutions Guides
• Ensure exceptional customer experiences through escalation management and operational excellence
• Monitor individual and team performance against KPIs
• Oversee daily operations of the Customer Solutions team
• Provide leadership for complex customer escalations
• Develop technical expertise and customer service capabilities of team members
• Partner with internal stakeholders to resolve systemic customer issues
• Analyze customer trends and operational data for continuous improvement

• Resolve complex and escalated customer cases requiring advanced troubleshooting, policy interpretation, and cross-functional collaboration.
• Investigate root causes across systems, workflows, and customer journeys to identify sustainable solutions.
• Take end-to-end ownership of customer cases through successful resolution.
• Serve as the primary escalation point for Tier 1 Customer Support Agents.
• Provide real-time coaching and guidance to frontline support agents handling challenging customer interactions.
• Partner with Product, Engineering, Aftersales, Operations, Quality, and Training teams to resolve systemic customer issues.
• Identify recurring customer issues and recommend scalable solutions to improve customer satisfaction and operational efficiency.
• Champion the Voice of the Customer across internal teams.

Analyst

• Support daily workforce operations
• Manage call volume, break schedules, start/stop times, and attendance
• Work closely with operations team to improve delivery processes
• Generate daily, weekly, and monthly PTO allocations
• Manage daily operations bridge and ensure calibration with necessary needs
• Produce internal reports
• Use trends and reports to forecast requirements
• Assist with projects as assigned

Real Time Analyst

• Manage the call volume, break schedules, start, and stop times, over-time (as needed) and attendance
• Work closely with the operations team (manager and team leads) to analyze and help improve their delivery processes
• Generate PTO allocation daily, weekly, and monthly
• Manage the daily operations bridge and ensure that all leads are calibrated with the needs to improve SLA
• Produce daily, biweekly, and monthly internal reports
• Use trends and reports to forecast requirements (schedule and headcount)
• Assist with projects and other duties as requested or assigned by his/her manager/director