Job Description

About Empathy

Empathy is on a mission to help families with everything they face during life’s most challenging moments. With an award-winning product, powered by tech and driven by purpose, we provide peace of mind by guiding families through all the tedious and time-consuming tasks that life’s challenges can bring, automating many of the processes so that they can focus on what truly matters. Our team is passionate, empathetic, and dedicated to providing world-class solutions to families in need. 

About the Team:

At the heart of this mission is our Care Team - a group of dedicated professionals with backgrounds in social work, grief support, crisis response, and customer care. They provide compassionate, expert guidance via phone, chat, and email, always balancing emotional sensitivity with operational excellence. 

Role Overview:

The Care Specialist role is integral to our operations, offering live chat support to families in both our loss product and newly launching short-term disability leave product. You will interact directly with users and provide first in class care including managing inbound calls, engaging in live chat support, fulfilling user requests, or conducting research. We are seeking a bilingual (English and Spanish), self-driven individual who thrives in an autonomous, dynamic startup environment and is eager to make an impact.

As our business continues to grow and evolve, so too will the responsibilities associated with this role. Adaptability and willingness to grow are essential, both for our team and the families we support.

Working Hours:

The scheduled shifts for this remote role include:

Monday through Friday, starting between 8:00 and 9:00 AM ET, for 8.5 consecutive hours, including a 30-minute unpaid meal break and paid rest breaks.

Please note, that while we aim to maintain consistency in these hours, they may be subject to change based on the evolving needs of our business. We ensure that any necessary adjustments are communicated well in advance and strive to make such changes as minimal and manageable as possible.

In this role, you will:

Support Users

• Provide expert, empathetic chat support to users in both English and Spanish, addressing both practical and emotional needs.
• Provide phone support to users, primarily via inbound calls, in both English and Spanish, addressing scheduling needs, helping users to understand Empathy’s offerings, and answering logistical questions on accessing our support.
• Assist in creating detailed Care Plans for users. 
• Complete user requests related to closing accounts, funeral pricing and planning, sourcing vendors or professionals, and other various request types. 
• Demonstrate excellent written and verbal communication in both English and Spanish using the Empathy ‘voice’.
• Utilize critical thinking and problem-solving abilities to resolve user challenges.

Demonstrate Exceptional Resource Navigation & Product Expertise

• Conduct comprehensive research to identify and provide access to essential resources for our users.
• Assist in the maintenance of the Care Team knowledge base and resources related to your role. 
• Act as a product expert who connects users to Empathy-specific tools and resources.
• Identify any gaps or opportunities for professional development training that can enhance both personal and team capabilities in providing an exceptional user experience.
• Relay user insights and identify knowledge gaps to support product development.

Work Collaboratively with Accuracy and Care

• Excel in organization, documentation, and time management to meet SLA requirements.
• Work as a team player across different functions and quickly adapt to assist with tasks as needed, reflecting the dynamic nature of our operations.
• Complete all training in a timely manner and provide feedback on training to ensure the team is continually improving the way information is shared. 
• Follow guidelines to escalate issues to the appropriate team member and operate with caution and care while working with sensitive user data.
• Engage in short-term projects that may vary based on the evolving needs of our business, as directed by management.

REQUIREMENTS

What we're looking for

• Warm-hearted, empathetic, and patient team members.
• Fluency in both Spanish and English, with excellent verbal and written communication skills in both languages.
• Experience in a customer-facing role/counseling/support/concierge services or related fields (including internships).
• Ability to quickly adopt and navigate new technology, tools, and platforms with a strong ability to adapt to evolving digital environments.
• Comfort working within defined procedures and translating complex steps into clear guidance.
• Excellent communication, organizational, and interpersonal skills.
• Strong love of learning and conducting research in unfamiliar fields.
• Demonstrated problem-solving abilities involving challenging deadlines and priorities.
• Ability to organize multiple tasks and projects and maintain control of workflow.
• Ability to analyze situations and make independent professional judgments without close supervision.

Preferred Experience:

• Experience or training in warm line support, education, public health, grief counseling, disability services, resource navigation, or related fields, offering a stepping stone into our specific service areas.
• Familiarity with Google Suite, Slack, Zendesk, or similar platforms.

Application Process

Interested candidates should submit a resume and a cover letter detailing their qualifications and interest in the role. Shortlisted candidates will undergo a multi-stage interview process, including discussions with senior leadership and potential peers.

Compensation

The starting salary range for this role is: $19-$21 hourly. Salary is determined by multiple factors including but not limited to relevant experience, knowledge, skills, locations, and other job-related qualifications.

Additional perks and benefits:

• Company equity in a high-growth start-up
• Annual remote work stipend
• Paid bereavement leave
• Comprehensive health insurance coverage
• Generous paid time off, including company holidays, vacation days, and paid leaves
• Retirement savings plan with employer matching

Empathy is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive workplace for all employees.

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