Helpline Manager

Operations | New York City

About Empathy

Empathy is the first customer-centric company built from the ground up to help families deal with the loss of a loved one. In place of the fragmented and sometimes exploitative market dynamic that can characterize the death industry today, we give the consumer everything they need at their own pace, leading with humanity, trust, transparency, and understanding.

Our flagship product is a digital loss companion that accompanies families through every aspect of a loved one’s death, from funeral planning and estate settling to dealing with grief, mortality, and family. Partnering with families to bring empathy and transparency to every aspect of this difficult time in their lives, we’re on a mission to change the way the world copes with loss.

About the role

A key element of our app and services, the Empathy Helpline is a chat interface that extends our ability to assist families with the various steps of dealing with a loved one’s passing. We are looking for an experienced Customer Support manager to orchestrate our growing Helpline activity and team. The ideal candidate is compassionate, organized, experienced and collaborative, and can help build, train, and develop our Care Specialists team and its methodologies.

In this role you will:

  • Manage and train our Helpline team to provide proactive, caring, ongoing help.

  • Manage and facilitate a learning process for the team.

  • Evaluate and analyze needs of families while building trust and transparency.

  • Create best practices and flow documentation to help onboard team members.

  • Be responsible for the Helpline operations, including working with management to define future staffing needs, response optimization processes and more 

  • Work closely with the company’s product and development teams to provide field insights, feedback, and reports.

  • Collaborate with Empathy’s legal, grief, and content experts to define and scope how we can help families.

  • Answer inquiries and facilitate sophisticated digital product solutions.

  • Drive customer loyalty and increase customer satisfaction.

Qualifications

  • Warm-hearted, empathetic, and patient.

  • 3+ years of experience in managing and mentoring customer-facing teams (Customer Support / Customer Success team management).

  • Experience creating and communicating step-by-step process flows.

  • Excellent communication, organizational, and interpersonal skills.

  • Strong love for learning and conducting research in an unfamiliar field.

  • 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.

  • Ability to work remotely with a flexible schedule.

  • Previous experience in social work, grief counseling, or other related fields preferred.

  • Professional experience in a customer-facing role in counseling/support/concierge services or related fields is an advantage.

Apply now

Now that you know about us, we’d like to learn more about you. If you’re interested in bringing your talents and experience to Empathy, please send us a message at jobs@empathy.com with any information you think is relevant.

At Empathy, we believe that our workforce should reflect the range and variety of the families we serve. We are an equal opportunity employer, where all employment decisions are made without regard to age, sex, race, ethnicity, nationality or nation of origin, religion, ability, medical condition, marital status, pregnancy, gender identity or expression, sexual orientation, veteran status, or any other status protected by local, state, or federal law.