Care Manager 1

Empathy is on a mission to help families through life's most challenging moments by providing peace of mind and support through technology and human assistance. The company focuses on supporting families dealing with loss and other challenges, offering solutions that combine tech and empathetic support.

Location: Remote (US)

Salary: $23–$25/hr

Responsibilities

• Address all users' practical and emotional needs via phone, live chat, email, and other communication channels.
• Act as a product expert connecting 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 assist with tasks when asked.
• Provide an exceptional User experience with empathy, compassion, and investment in the User’s journey.
• Complete onboarding and ongoing training, providing feedback for continuous improvement.
• Surface gaps or opportunities for professional development training.
• Relay User insights and identify knowledge gaps to support product development.
• Share reliable resources with service providers and government agencies.
• Follow guidelines to escalate issues and operate with caution with sensitive User data.
• Assist users in navigating logistical complexities of life’s challenging moments, including support after loss, probate, and tax implications.
• Utilize critical thinking and problem-solving to resolve User challenges.
• Create personalized Care Plans for Managed Care Users.
• Take on short-term projects as needed.

Requirements

• Warm-hearted, empathetic, and patient team members.
• 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/support/counseling or related fields.
• Proficient in navigating new technology, tools, and platforms.
• Experience in creating and communicating step-by-step process flows.
• Excellent communication, organizational, and interpersonal skills.
• Demonstrated problem-solving abilities involving challenging deadlines.
• Ability to organize multiple tasks and projects efficiently.
• Ability to analyze situations and make independent judgments.

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 holidays, vacation, and paid leaves.
• Retirement savings plan with employer matching.

Additional Information

• Candidates will participate in a multi-stage interview process.
• Empathy is an equal opportunity employer, committed to diversity and inclusion.