Fast Facts

Hazel Health is seeking a Family Support Supervisor to oversee the Family Support Specialist team and ensure exceptional support for families, while promoting operational excellence in a remote environment.

Responsibilities: Supervise and develop the Family Support Specialists, monitor team KPIs, facilitate training, and ensure operational excellence in customer support processes.

Skills: Leadership and team development, operational oversight, communication, attention to detail, ability to manage multiple priorities.

Qualifications: 3+ years in customer support or service operations with supervisory experience, preferably in healthcare or education; strong communication skills, attention to detail, and familiarity with support systems are required.

Location: Remote (U.S.-based)

Compensation: $75000 - $85000 / Annually

Hazel Health is the nation's largest virtual provider of school-based healthcare services, and has been recognized by Fast Company as “one of the world’s most innovative places to work” in 2023. 

By partnering with districts and health plans across the country, Hazel transforms schools into the most accessible front door to physical and mental healthcare. Today, Hazel's diverse team of licensed providers deliver therapy and medical services virtually (in school or at home) to over four million K-12 students — regardless of their insurance status or ability to pay. Hazel aims to remove all barriers to the mental and physical health care that children need to thrive: in school, at home, and in life.

Helping students and their families feel better takes a team of smart, dedicated people. As an integral member of the Hazel team, you will

• Make an Impact: Work with a team that is increasing equitable access to quality health care experiences for students and their families.
• Enable Scale: Work with a team that is building and professionalizing a high growth high impact social enterprise.
• Feel Valued: Work with a team that is being compensated competitively, developed professionally, and celebrated frequently for making a meaningful difference.

Check us out at Hazel Health Careers. 

The Role:

The Family Support Supervisor (FSS Supervisor) oversees the daily operations and performance of the Family Support Specialist team, ensuring families receive exceptional, timely, and compassionate support. This role blends leadership, operational oversight, and hands-on support in a mission-driven environment.

Location: Remote (U.S.-based)

What You’ll Do:

Leadership & Team Development

• Supervise, coach, and develop Family Support Specialists, building a culture of accountability, empathy, and excellence.
• Monitor team KPIs, including call handling, ticket resolution, consent processing, and overall service quality.
• Facilitate team meetings, huddles, and one-on-ones to align priorities, share insights, and develop skills.
• Support onboarding, training, and ongoing professional development initiatives for new and existing teammates.

Operational Oversight

• Own operational excellence across inbound call support, intake & referral coordination, and consent/account management.
• Monitor support platforms (e.g., Zendesk) to ensure timely, accurate documentation, resolution of cases, and data-driven decision-making.
• Identify operational bottlenecks, trends in unlinked consents or escalations, and implement process improvements to enhance efficiency and family experience.
• Partner with Product, Engineering, and Clinical teams to provide operational feedback and support enhancements that scale Hazel’s services.

Escalation & Cross-functional Collaboration

• Serve as point of escalation for complex, sensitive, or high-priority family cases.
• Collaborate with Enrollment, Clinical, Compliance, and Leadership teams to resolve issues, improve workflows, and enhance operational visibility.
• Communicate trends, challenges, and successes to leadership to inform strategic planning.

What Excites Us

• 3+ years of experience in customer support, call center, healthcare, or service operations with at least 1 year of team leadership or supervisory experience.
• Previous experience supervising or mentoring a team, preferably in a healthcare or education setting.
• Strong written and verbal communication skills, with an ability to handle sensitive situations calmly and professionally.
• High attention to detail, operational excellence, and ability to manage multiple priorities in a fast-paced environment.
• Familiarity with support systems such as Zendesk, Google Suite, and call center tools.
• Ability to prioritize tasks, manage multiple projects, and maintain team morale in a fast-paced environment.

If you’re excited about this role but your past experience doesn’t align with every qualification in the job description, we encourage you to apply anyway.

This is a full-time, exempt role. Total compensation for this role is market competitive, with a base salary range of $75,000 - $85,000, up to $2,000 annual bonus,a 401k match, healthcare coverage, paid time off, and a broad range of other benefits and perks. Review our benefits at Hazel Health Benefits.

We believe talent is everywhere, and so is opportunity. While we have physical offices in San Francisco and Dallas, we have embraced working remotely throughout the United States. While some roles may require proximity to our San Francisco or Dallas offices, remote roles can sit in any of the following states: AL, AZ, AR, CA, CO, CT, DC, DE, FL, GA, HI, IL, IN, IA, KY, ME, MD, MA, MI, MN, MS, MO, MT, NE, NV, NJ, NM, NY, NC, OH, OR, PA, RI, SC, TN, TX, UT, VT, VA, WA, and WI. Please only apply if you live and work full-time in one of the states listed above or plan to relocate to one of these states before starting your employment with Hazel. State locations and specifics are subject to change as our hiring requirements shift.

We are committed to creating a diverse, inclusive and equitable workplace. Hazel Health values the minds, experiences and perspectives of people from all walks of life. We are proud to value diversity and be an equal opportunity employer. Qualified candidates with arrest and conviction records will be considered for employment in accordance with the Fair Hiring laws. Learn more about working with us at Hazel Health Life.