Client Support Advocate

Join Cartwheel to help tackle the student mental health crisis. 

Cartwheel is an early-stage company building a new kind of mental health program for kids that puts schools at the center. We see our role as supporting school staff who see kids every single day. Instead of going around them, we collaborate with them. This means: 

• Earlier intervention
• Higher student and family engagement in care
• Better coordination among the trusted adults in a student’s life 

Kids shouldn't just aspire to get out of bed and drag themselves to class. They should be able to experience joy. They deserve to envision and build a life they’re excited to live. If you join Cartwheel, you’ll help make this vision a reality for millions of students across the country. We’re backed by top investors including Menlo Ventures, Reach Capital, General Catalyst, BoxGroup, and Able Partners, and we're looking for mission-driven teammates to join our team.

ABOUT THE ROLE

The Client Support Advocate plays a crucial role in ensuring a positive experience for schools and families receiving services with Cartwheel . This position serves as the primary point of contact for complaints and concerns, working proactively to resolve issues, identify trends, and implement systemic improvements. The Client Support Advocate collaborates closely with customer success, clinical, and operational leadership to enhance service quality and ensure schools and families feel heard, supported, and valued.

Role type: This is a W2, Full-Time, Salaried position

Location: Remote, based in the United States 

Start date: April 2025 

WHAT YOU’LL DO

School and Parent/Caregiver Support

• Serve as a responsive and empathetic point of contact for schools and parents/caregivers who have concerns or complaints about services.
• Gather detailed information, assess the nature of concerns, and provide timely responses or resolutions; escalate to other team members as needed.
• Educate schools and families about available resources, policies, and service expectations.
• Demonstrate ability to de-escalate charged situations and conversations. 
• Problem solve through complex situations cross-functionally.

Documentation and Tracking

• Document responses to concerns and ensure that all reach resolution. 

Actionable Insights & Collaboration

• Provide structured reports and recommendations to managers and clinical leaders based on complaint data and family feedback.
• Give recommendations to school success, clinical, operational teams, and leadership to implement improvements.
• Participate in quality improvement initiatives and policy development related to client experience.

WHO YOU ARE 

Must have…

• Bachelor’s or master’s degree in social work, psychology, healthcare administration, or a related field. 
• 3+ years of experience in client advocacy, patient experience, customer service, or a similar role in healthcare or behavioral health.
• Strong problem-solving skills and the ability to de-escalate concerns with professionalism and empathy.
• Excellent verbal and written communication skills.
• Ability to analyze data and present actionable insights to leadership teams.

Extra credit…

• Experience working with pediatric populations, schools, or families
• Strong preference for bilingual candidates, fluent in Spanish

Please apply even if you don't meet all of the criteria. If your past experience doesn’t perfectly match the job description, but you bring other relevant experience or skills, we’d still love to hear from you. You may be a great fit!

WHY YOU’LL LOVE CARTWHEEL

Our hope is that Cartwheel will be your best career decision! In addition to tackling one of the biggest challenges of our time, at a company well-positioned to do so, you’ll have: 

• Competitive cash compensation between $55,000 to $70,000
• Equity ownership stake in the company
• High-quality health insurance with a $0 monthly premium option for employees
• Dental, Vision, and Employer-Sponsored Life Insurance
• 4 weeks of paid PTO (3 weeks any time  + 1 week office closure in December)
• Sick Leave + Holidays
• 401K with 2% employer match
• Team-based culture with mission-driven colleagues who will go to bat for you

Cartwheel is proud to be an equal opportunity employer. We embrace diverse backgrounds and perspectives and an inclusive work environment. We're committed to equal employment opportunity regardless of race, color, religion, ancestry, national origin, gender, sexual orientation, disability status, or veteran status.