# Team Lead - Case Management / Client Success

> ReWorks Solutions · South Africa (Remote) · — · Posted 2026-09-17

**Workplace:** remote

**Department:** Golden Care ABA

## Description

**Job Title:** Team Lead – Case Management / Client Success

**Location:** South Africa

**Job Type:** Full-Time, Remote

**Working Hours:** US Hours (9am-5pm EST)

**Salary:** South African Rand (ZAR)

We are looking for an experienced and highly capable **Team Lead – Case Management / Client Success** to lead and manage a large team of Case Managers / Client Success Coordinators.

This is a **hands-on leadership role** responsible for driving team performance while ensuring a consistently high standard of service to clients, families, and therapists.

The successful candidate will be a strong people manager who can lead a sizeable team, manage performance and KPIs, coach and develop employees, handle complex client escalations, and ensure effective coordination across operational teams.

## Requirements

-   Lead and manage a **large team of Case Managers / Client Success Coordinators**.
-   Set clear performance expectations and ensure team members consistently meet service standards.
-   Monitor and manage **team KPIs, productivity, quality, and performance metrics**.
-   Conduct regular coaching, performance discussions, and development sessions.
-   Provide ongoing guidance, support, and accountability to team members.
-   Identify performance gaps and implement appropriate improvement plans.
-   Manage complex and sensitive **client, family, and therapist escalations**.
-   Handle difficult conversations professionally, calmly, and empathetically.
-   Ensure client concerns are resolved efficiently and appropriately.
-   Maintain a high standard of client service and overall customer experience.
-   Monitor case management and client success processes to ensure consistency and efficiency.
-   Collaborate with other operational teams to resolve issues and improve service delivery.
-   Identify process gaps and opportunities for continuous improvement.
-   Ensure accurate communication and follow-through across the team.
-   Provide management with regular updates on team performance, challenges, trends, and opportunities.
-   Take ownership of operational issues and ensure appropriate resolution.
-   Support a positive, accountable, and high-performing team culture.
-   **Minimum 5 years of relevant professional experience** in one or more of the following:

-   Case Management
-   Client Success
-   Healthcare Coordination
-   Customer Service
-   Client Services
-   Healthcare Administration
-   A related environment

-   **Strong people-management experience leading a large team is essential.**
-   Proven experience managing **team performance, KPIs, coaching, development, and accountability**.
-   Demonstrated experience managing complex escalations and difficult conversations.
-   Strong client-service orientation with excellent interpersonal skills.
-   Ability to communicate professionally, clearly, and empathetically.
-   Strong organisational and problem-solving skills.
-   Ability to manage multiple priorities in a fast-paced environment.
-   Comfortable making decisions and taking ownership of issues.
-   Ability to work independently while collaborating effectively with other operational teams.

## Benefits

1.  Comfortable working U.S. hours
2.  Remote work from home

_**Fraud Disclaimer:**_  ReWorks Solutions will never request payment during recruitment or require in-person office visits. All official communication will come from a ReWorks Solutions email address. Please verify any suspicious messages with our team directly.

## Apply

[Apply at ReWorks Solutions](https://apply.workable.com/reworkssolutions/j/275593C6D8/apply)

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