Care Manager 1, Bilingual - English/Spanish

About Empathy

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. 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 in both English and Spanish 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 open Care Manager shifts are (all Monday-Friday):

1. 8:30am – 5:00pm ET
2. 10:30am – 7:00pm ET
3. 11:30am – 8:00pm ET
4. 1:30pm – 10:00pm ET

You do not need to live in Eastern Time, but please note these are fixed schedules in ET. If you live in another time zone, your working hours will be adjusted accordingly.

We strive to keep your schedule consistent once it is set. Our goal is to minimize disruptions and provide predictability for your work and personal planning. At the same time, schedules are subject to change based on business needs. If changes are necessary, we will communicate them as early as possible and work with you to make the transition smooth.

Key Responsibilities:

• 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, in both English and Spanish, 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. 
• Surfacing 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 life’s most challenging moments. Today, this centers on support after loss, including guidance through probate and tax implications. As Empathy expands, this role may also support families navigating challenges beyond loss, including disability.
• Utilize critical thinking and problem-solving abilities to resolve User challenges.
• Create personalized Care Plans for Managed Care Users.
• Take on short-term projects as needed and defined by team leadership.

What we're looking for

Required:

• Warm-hearted, empathetic, and patient team members.
• Fluency in Spanish and English is required.
• Must be a resident of and legally authorized to work in the United States.
• 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:

• Ability to work on weekends and evenings.
• Previous experience in social work, grief counseling, disability services, education, allied health or other related fields.
• Experience with Google Suite, Slack, and Zendesk.

Compensation:

The starting Salary Range for this role is: $24 - $26 / hour. Our 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 and Wellness Stipends 
• Enhanced compensation rate for work during company-observed holidays
• 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

Application Process

Candidates will participate in a multi-stage interview process, including conversations with peers and leadership. We value transparency, clarity, and thoughtfulness throughout the process.

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