Care Specialist

Operations | West Coast

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’re looking for a compassionate, self-starting, organized, and collaborative Care Specialist to be a member of our growing Helpline team. As you thoughtfully guide and support families, you will be documenting best practices and steps to help develop our knowledge, capabilities and our team.

Responsibilities

  • 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  

Qualifications

  • 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

 

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.