Empathy Is Hiring A Care Manager 1, Bilingual

Empathy Care Manager Job Opportunity

Join a compassionate team dedicated to supporting families through life's most challenging moments, leveraging technology and empathetic human care to make a meaningful difference.

About Empathy 🤝

Empathy is revolutionizing how families navigate difficult transitions — from the loss of loved ones to major life changes. By integrating innovative technology with compassionate human support, we offer clarity, comfort, and peace of mind during crucial times.

We partner with leading employers, insurers, and financial institutions to deliver impactful, human-centric support at scale. Currently, Empathy is proud to serve over 45 million people across North America.

Backed by top-tier investors such as General Catalyst, Index Ventures, Adams Street, Aleph, and Entreé Capital, we have raised over $160 million, including a $72 million Series C, to expand our reach and effect positive change globally.

About The Team 👥

The Empathy Care Team is vital to our mission, enhancing our ability to assist families in their time of need. We’re seeking a compassionate, organized, and collaborative Care Manager to join our growing team.

Your role involves guiding families in both English and Spanish, documenting processes to improve our knowledge base, and delivering exceptional support through multiple channels—phone, chat, and email.

We Are Hiring: Care Manager (Full-time) ⏰

Current shifts (Eastern Time):

• Thursday to Monday: 6:00 AM – 2:30 PM ET (Days off: Tuesday and Wednesday)

While you do not need to reside in Eastern Time, please note the fixed schedules are based on ET. Adjustments will be made for different time zones to match the equivalent shift hours.

We aim for consistency in schedules once established, striving to minimize disruptions. Any necessary changes will be communicated early, with support for a smooth transition.

In This Role, You Will 📝

Key Responsibilities

• Respond to users' practical and emotional needs via phone, chat, and email with expertise and empathy.
• Act as a product expert, connecting users to Empathy's specific tools and resources.
• Communicate effectively in both English and Spanish, maintaining our empathetic voice.
• Excel in organization, documentation, and time management to meet SLAs.
• Collaborate across teams and assist with tasks as needed.
• Deliver a personalized user experience focused on compassion and support.
• Complete onboarding and ongoing training promptly, providing feedback for continuous improvement.
• Identify professional development opportunities to enhance user care.
• Share user insights and identify knowledge gaps to inform product development.
• Provide reliable resources to service providers and government agencies.
• Follow protocols to escalate issues appropriately, handling sensitive data with care.
• Guide users through logistical challenges related to life’s difficult moments, including support after loss and beyond, such as disability.
• Utilize critical thinking and problem-solving skills to resolve challenges.
• Create personalized Care Plans for Managed Care Users.
• Contribute to short-term projects as assigned by leadership.

Requirements ✅

Required Qualifications

• Warm, empathetic, and patient approach to team collaboration.
• Fluency in Spanish and English is mandatory.
• Legally authorized to work and reside in the United States.
• Passion for learning and researching unfamiliar fields.
• At least 2 years of experience in customer-facing roles, counseling, support, or related fields (including internships).
• Proficiency in navigating new technology and platforms, with adaptability to digital environments.
• Experience in designing and communicating step-by-step processes.
• Strong communication, organizational, and interpersonal skills.
• Problem-solving abilities under challenging deadlines.
• Effective multitasking and workflow management skills.
• Ability to analyze situations independently and make sound judgments.

Preferred Qualifications

• Willingness to work on weekends and evenings.
• Experience in social work, grief counseling, disability services, education, or allied health.
• Familiarity with Google Suite, Slack, and Zendesk.

Compensation & Benefits 💼

The hourly salary range for this role is $24 - $26. Compensation is influenced by experience, skills, location, and other relevant factors.

• Company equity in a high-growth startup
• Annual remote work and wellness stipends
• Enhanced pay for work during company-observed holidays
• Paid bereavement leave
• Comprehensive health insurance coverage
• Generous paid time off, including holidays and vacation days
• Retirement plan with employer matching

Application Process 📝

Candidates will go through a multi-stage interview process involving peers and leadership, emphasizing transparency and clarity at each step.

Empathy is an equal opportunity employer that values diversity and strives for an inclusive workplace for all employees.