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’re looking for a compassionate, self-starting, organized, and collaborative Support Specialist to be a member of our growing Helpline team. As you thoughtfully guide families, you will be documenting best practices and steps to help develop our support and our team.
Act as a point of contact for the deceased’s next of kin and family members, when special assistance is needed
Provide support, guidance, and end-to-end remote operational assistance throughout the different stages of the process
Answer inquiries and facilitate sophisticated digital product solutions
Connect relevant service providers and state and government agencies with family members, or act on the family’s behalf to complete relevant tasks
Provide excellent customer service
Work closely with the company’s product team to provide field insights and feedback
Create best practices and flow documentation to help onboard team members
Warm-hearted, empathetic and patient
2 years of professional experience in a customer-facing role/counseling/support/concierge services or related fields
Proficiency in Google Suite
Experience in 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