Cleo Specialist - Career Coach

About Cleo:

Cleo is the only global, holistic family care platform supporting individuals throughout every life stage. Whether individuals are growing their family; raising babies, children, or teenagers; caring for an adult loved one; doing both as part of the growing Sandwich Generation; or taking care of their own health, Cleo provides life-changing care for families and caregivers through all stages of life. 

Serving more than 200 clients with members in more than 70 countries, Cleo is proven to improve mental health and decrease burnout for members, all while maximizing cost savings. Cleo delivers evidence-based interventions to improve the health & wellbeing of the family unit, decrease caregiver burnout, increase productivity, and reduce healthcare spend. Cleo has a total $84.7M investment led by top investors such as Transformation Capital, Glynn Capital, PruVen Capital, Gaingels, Greylock, NEA, and Felicis.

We're a collaborative and motivated team, and now are looking for experienced and passionate team members like you to join us.

Title: Cleo Specialist - Career Coach 

Position Overview: As a Cleo Specialist, you will play a crucial role in ensuring exceptional member experiences for our organization's members. Using your expertise in Career Coaching, you will support members in both 1:1 and group settings as well as consult with your colleagues on the Guide Team to provide holistic care.

• General Member Support:
• Provide accurate and clear information about Cleo’s support offerings. 
• Deliver high-quality assistance and support through various communication channels, including phone and/or video calls, and app messaging.
• Actively listen to members' concerns, inquiries, and feedback, demonstrating empathy and patience while addressing their needs.
• Collaborate with members, other Cleo Guides and specialists to implement and manage personalized family support plans that drive defined outcomes, as defined in Cleo’s workflows. 
• Address any social determinants of health and wellbeing shared by members and connect them to available resources for further support.
• Appropriately utilize Cleo’s resources to deliver high value interventions as defined by LifePaths and other documentation.
• Collaborate with other Cleo care team members on a daily basis to facilitate comprehensive, integrative, individualized support rooted in evidence-based, best practice care.
• Live Support
• One-on-one:
• Provide empathetic, evidence-informed practical support to clients in a one-on-one setting (phone and video).
• Monitor progress and make adjustments to support plans as necessary.
• Develop individualized support plans and interventions as needed to address specific issues.
• Resume/CV and cover letter review for members as part of their career support plan, when appropriate. 
• One-to-many:
• Facilitate educational classes, workshops, webinars, and peer support groups.
• Monitor progress and make adjustments to support plans as necessary.
• Foster a safe and inclusive environment for open discussion and peer support.
• Encourage active participation and engagement within the group.
• Host webinars for marketing purposes (sales, customer success, enrollment, engagement).
• Messaging Support:
• Provide accurate and helpful information to resolve member issues, answer questions, and address concerns.
• Collaborate with Guides to craft messages as they pertain to your area of expertise.
• Answer questions that Guides bring to internal communication platforms (Slack) and in live meetings.
• Content & Resource Development:
• Create group curricula that align with defined Cleo LifePath outcomes/topics and high value interventions.
• Write content for both member-facing in-app articles and team-facing Guru resources.
• Develop and record short educational videos to be used in the app.
• Act as a subject matter expert for the creation and improvement of programs, services, and products.
• Provide training materials for professional development of the team at large.
• Documentation:
• Maintain accurate and up-to-date records of member interactions, ensuring comprehensive and clear documentation of conversations, actions taken, and goals met.   
• Continuous Improvement:
• Actively contribute to the enhancement of member support processes, suggesting ideas for improving workflows, tools, and communication strategies.
• Participate in training and development sessions to stay updated on Cleo policies, industry trends, and product/service offerings.
• Commit to learning and growth specific to DEI/inclusive support with the goal of unlearning harmful biases when applicable. 
• Evaluate the effectiveness of high value interventions and make suggestions for improvements as needed.
• Collect, interpret, and present data on support provided to the team.
• Participate in regular case reviews of support provided to members both as a presenter and participant.
• Maintain qualifications in your area(s) of expertise through completion of recertification requirements, continuing education, and awareness of relevant research, innovations, and evidence-informed best practices.

• Preferred experience: training and certification in career coaching, ideally with experience working directly with parents and caregivers 
• Group education/support facilitation and case management experience 
• Experience working a shift schedule 
• A focus on high quality care with attention to driving outcomes 
• Strong interpersonal and communication skills
• Ability to work collaboratively in a multidisciplinary team environment
• A solution-oriented mindset, an ability to be self-motivated, and an energy and drive driven to deliver exceptional member experiences, and to support families across the globe
• An ability to thrive in an ever-changing, rapidly expanding fast-paced startup environment.
• Additional skills and experience to be considered: Digital health and/or startup experience, bi/multilingual
• Ability to work 3 days per week for 5 hours each day

Joining Cleo as a Career Coach offers a rewarding opportunity to make a meaningful difference in the lives of parents and caregivers. If you are passionate about providing exceptional care and support to individuals navigating career decisions and/or transitions, we invite you to apply for this fulfilling position.

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We don’t believe in perfection – we believe in passion, interest, and will – so don’t let a lack of experience or skill in one area listed above deter you from applying.

Cleo is proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Pay Transparency: The base rate for this position is $40-45 per hour, for up to 15 hours per week. Additional benefits include 15 paid holidays, 5-day winter break, accrued vacation time, sick time, 16 weeks paid parental leave, and 401(k) plan.

You must be based in the U.S. and authorized to work in the U.S. without employer sponsorship. Please be advised that Cleo does not provide employment-based visa sponsorship for this position at this time.

Cleo is currently accepting applications from candidates for this role residing in the following states: Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Maryland, Massachusetts, Minnesota, New Jersey, New York, North Carolina, Ohio, Oregon, Pennsylvania, Rhode Island, Tennessee, Texas, Utah, Virginia, Washington, Wisconsin

SF FAIR CHANCE ORDINANCE Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.