Empathy is on a mission to help families through life’s most challenging moments. Our award-winning product, powered by tech and driven by purpose, provides peace of mind by guiding families through all the tedious and time-consuming tasks associated with loss. With a combination of tech and human support, we enable families to focus on what truly matters and support them through the emotions that follow.

Our team is passionate, empathetic, and dedicated to providing world-class solutions to families in need. We work collaboratively to identify pain points and design elegant solutions that empower and support our users.

About The Team

The Empathy Care Team is a cornerstone of our app and services, enhancing our capacity to assist families navigating the aftermath of a loved one’s passing. We’re looking for a compassionate, self-starting, organized, and collaborative Care Manager to be a member of our growing Care Team. Your role will involve guiding families through their journey, documenting processes to evolve our knowledge base, and focusing on providing exceptional support to users via our omnichannel support model that includes phone, chat, and email support. The hours (ET) for this position are:

Sun:XXX
Mon: 8:00 am EST- 12:30 pm ET
Tues: 1:30 pm ET- 8:30 pm ET
Wed: 1:30 pm ET- 8:30 pm ET
Thursday:1:30 pm ET- 8:30 pm ET
Friday: 8:00 am ET- 12:30 pm ET
Sat: XXX

Salary Range: $23 - $26 / hour + equity

Our salary is to be determined by multiple factors including but not limited to relevant experience, knowledge, skills, locations, and other job-related qualifications.

In this role you will:

Address all users' practical and emotional needs fluidly and expertly via phone, live chat, email, and other communication channels.
Act as a product expert who connects Users to Empathy specific tools and resources.
Demonstrate excellent written and verbal communication using the Empathy ‘voice.’
Excel in organization, documentation, and time management to meet SLA requirements.
Work as a team player across different functions and quickly assist with tasks when asked.
Provide an exceptional User experience with a focus on empathy, compassion, and investment in the User’s journey.
Complete all onboarding and ongoing training in a timely manner and provide feedback on training to ensure the team is continually improving the way information is shared.
Surface any gaps or opportunities for professional development training that can benefit you or the larger team in providing an exceptional user experience.
Relay User insights and identify knowledge gaps to support product development.
Share reliable resources with service providers and state/government agencies.
Follow guidelines to escalate issues to the appropriate team member and operate with caution and care while working with sensitive User data.
Assist users in navigating the logistical complexities of loss, including guidance through the probate process and understanding tax implications.
Utilize critical thinking and problem-solving abilities to resolve User challenges.
Create personalized Care Plans for Managed Users
Take on short-term projects as needed and defined by the Manager.
Manage Chat while on shift.

Requirements:

Warm-hearted, empathetic, and patient team members
Strong love for learning and conducting research in an unfamiliar field
2 years of professional experience in a customer-facing role/counseling/support/concierge services or related fields (including internships)
Proficient in navigating new technology, tools, and platforms with a strong ability to adapt to evolving digital environments
Experience in creating and communicating step-by-step process flows
Excellent communication, organizational, and interpersonal skills
Demonstrated problem-solving abilities involving challenging deadlines and priorities
Ability to organize multiple tasks and projects while efficiently managing workflows
Ability to analyze situations and make independent professional judgments without close supervision

Preferred:

Previous experience in social work, grief counseling, education, public health or other related fields
Experience with Google Suite, Slack, and Zendesk

Empathy

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