Description
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 role
The Care Specialist role focuses on providing chat support to our users, particularly during lower volume hours, as part of our commitment to offering 24/7 support. This position is ideal for individuals who are independent, thrive in a mostly autonomous work environment, and are passionate about making a meaningful impact through compassionate user interaction.
The scheduled shifts for this role include: Sundays 6-8am, Mondays 6-8am, Tuesdays 8am-12:30pm, and Fridays 8am-3:30pm. Additional hours on Sunday and Monday are an option.
In this role you will
- Provide expert, empathetic chat support to users, addressing both practical and emotional needs related to loss.
- 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.
- Adapt to a dynamic environment with evolving workflows and tools.
- 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.
- Follow guidelines to escalate issues to the appropriate team member and operate with caution and care while working with sensitive User data.
- Utilize critical thinking and problem-solving abilities to address User challenges.
- Take on short-term projects as needed and defined by the Manager.
Requirements
What we're looking for
- Warm-hearted, empathetic, curious, and patient team members
- 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 following and communicating step-by-step process flows
- Excellent verbal and written communication, organizational, and interpersonal skills
- Strong love for learning and conducting research in a unique field
- Demonstrated problem-solving abilities involving time-sensitive 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: Background in social work, grief counseling, education, public health, chaplaincy, or related fields.
- Familiarity with Google Suite, Slack, and Zendesk is a plus.
- Independent, thrive in a remote environment without close supervision.
- Native or proficient in English.
Apply now
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.