Empathy Is Hiring A Care Manager 1 Bilingual

Empathy — Transforming Support for Life’s Most Difficult Moments

Join a compassionate team dedicated to providing meaningful, human-centric support to families navigating life's challenging transitions, backed by innovative technology and a passionate mission. 🌟

About Empathy

Empathy is revolutionizing the support experience during life's most difficult times — from mourning the loss of a loved one to handling major life changes. By combining cutting-edge technology with compassionate human care, we aim to bring clarity, comfort, and peace of mind when it matters most.

We collaborate with leading employers, insurers, and financial institutions to deliver impactful, scalable, and human-centric support. Currently, Empathy supports over 45 million people across North America.

Our growth is powered by top-tier investors including General Catalyst, Index Ventures, Adams Street, Aleph, and Entreé Capital. To date, we’ve raised over $160 million, including a $72 million Series C, to expand our reach and impact worldwide. 🚀

About The Team

The Empathy Care Team is integral to our app and services, enhancing our ability to support families effectively. We seek a compassionate, organized, self-starting, and collaborative Care Manager to join our growing team. Your role involves guiding families in both English and Spanish, documenting processes, and delivering exceptional support through our omnichannel support model — including phone, chat, and email. 😊

Current Hiring Schedule (all times in 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 schedules are fixed in ET. If you are in another time zone, your working hours will be adjusted accordingly.

We aim to keep your schedule consistent once established, minimizing disruptions and aiding your personal planning. Schedules may change based on business needs, but we will communicate changes early and support smooth transitions. 🕒

In This Role, You Will

Key Responsibilities

• Provide practical and emotional support to users across phone, chat, email, and other channels with expert responsiveness. 📞💬
• Connect users to Empathy’s specific tools and resources as a product expert. 🧰
• Communicate effectively in both English and Spanish, maintaining the Empathy brand voice. 📝
• Stay organized, document interactions accurately, and manage your time to meet SLA standards. ⏱️
• Collaborate seamlessly with team members across functions and assist with tasks promptly. 🤝
• Deliver an exceptional user experience grounded in empathy, compassion, and genuine care. 💖
• Complete onboarding and ongoing training promptly; provide feedback for continuous improvement. 📚
• Identify opportunities for professional growth and share insights to support product development. 📈
• Share reliable resources with service providers and government agencies. 📝
• Follow protocols to escalate issues thoughtfully, handling sensitive user data with caution. 🔐
• Support users navigating complex life challenges, including guidance through probate, taxes, and beyond. ⚖️
• Use critical thinking and problem-solving skills to resolve user challenges effectively. 🧠
• Create personalized Care Plans for Managed Care Users. 🗂️
• Take on short-term projects as assigned by team leadership. 🎯

Requirements

What We're Looking For

Required

• Warm, empathetic, and patient demeanor. 💖
• Fluency in both Spanish and English. 🗣️
• Legal residency and authorization to work in the United States. 🇺🇸
• Passion for learning and conducting research in unfamiliar fields. 🔍
• At least 2 years of professional experience in customer-facing roles, counseling, support, or related fields (including internships). 📋
• Proficiency with navigating new technologies and digital platforms, with adaptability. 💻
• Experience creating and communicating process flows step-by-step. 🔄
• Excellent communication, organization, and interpersonal skills. 🗣️🗃️
• Strong problem-solving skills under challenging deadlines. 🧩
• Ability to multitask and manage workflows efficiently. 🚦
• Independent judgment and situational analysis capabilities. 🤔

Preferred

• Availability to work weekends and evenings. 🌙
• Experience in social work, grief counseling, disability services, education, or allied health fields. 🩺📚
• Familiarity with Google Suite, Slack, and Zendesk platforms. 🛠️

Compensation & Benefits 💼

The starting hourly rate ranges from $24 to $26, determined by experience, skills, and location.

• Equity in a high-growth startup 🚀
• Annual stipends for remote work and wellness 💆
• Higher pay rate for work during company-observed holidays 🎉
• Paid bereavement leave 🕊️
• Comprehensive health insurance coverage 🏥
• Generous paid time off, including holidays, vacation, and leaves 🌴
• Retirement savings plan with employer matching. 💰

Application Process

Candidates will undergo a multi-stage interview process, including conversations with peers and leadership, emphasizing transparency and clarity. 🤝

Empathy is an equal opportunity employer.

We celebrate diversity and are dedicated to creating an inclusive environment for all employees. 🌍