Care Operations Associate (Remote, Mountain/Pacific)

About the role

This is an evergreen role. We hire for this position on a rolling basis to keep pace with the students and families we serve, so the posting stays open and applications are reviewed as they come in.

About the Role

The moment a family is referred to Marble is one of the most important moments in a student's care journey. As a Care Operations Associate, you'll own that moment by guiding families from referral to intake with speed, clarity, and empathy, often within 24 hours.

You'll manage a high-volume caseload, engage with families across multiple touchpoints, and work closely with our Growth, Product, and Engineering teams to unblock cases and strengthen the processes that help families access care. This is a role for someone who thrives in fast-paced environments, brings warmth and steadiness to high-stakes conversations, and is energized by the direct impact of getting kids into care.

Expect 60 to 80 outbound calls a day to families referred by their schools. Part of each call is helping families commit to starting care and asking whether they know anyone else who could use support. It’s fast paced and phone heavy, and it’s a great fit if you love talking with families all day.

This role is fully remote and open to candidates in the Mountain or Pacific time zones.

What You'll Do

• Manage a caseload of referred families, serving as their trusted point of contact from referral through intake
• Engage with families across phone, email, and other channels - answering questions, resolving blockers, and navigating complex cases with clarity and empathy
• Keep families moving toward intake through consistent follow-through and re-engagement
• Collaborate with Growth, Product, and Engineering to unblock cases, streamline workflows, and improve the tools that support your day-to-day work
• Surface real-time patterns on where families get stuck and share feedback on product, tools, and messaging to improve the intake experience

Who You Are

• 3+ years of professional experience, ideally in a startup or high-growth environment that required ambiguous problem solving
• Experienced in high-communication roles that involve structured phone or video conversations - you're comfortable managing volume without sacrificing quality
• Builds trust quickly with families, counselors, and teammates - warm, clear, and steady even in stressful moments
• Works through complexity and ambiguity with curiosity and calm; spots patterns, uncovers blockers, and finds practical paths forward
• Highly organized who manages a detailed caseload with discipline, keeps clean notes, and maintains reliable daily rhythms
• Brings positive energy and stamina to high-volume, high-impact work
• Mission-driven and energized by improving access to mental health care for kids

Why Marble

• Direct impact on kids' mental health access - this work is meaningful
• Greenfield opportunity to build something from the ground up, with leadership support and a clear growth path
• Small, experienced team that moves fast and takes the work seriously
• Competitive compensation, benefits, and equity

Compensation

Compensation includes a base salary, commission, equity, and full benefits.

Base salary range

$50,000 to $60,000 + $10,000 on-target commission ($60,000 to $70,000 OTE)