Empathy Is Hiring A Care Specialist, Bilingual - English/Spanish

Empathy Care Specialist Job Description

Join Empathy, a dedicated team committed to supporting families through life's most challenging moments with compassion, expertise, and innovative solutions. Here’s your chance to make a meaningful impact in a fast-paced, purpose-driven environment. 🚀

About Empathy

Empathy is on a mission to help families navigate life's toughest challenges. Our award-winning product, powered by cutting-edge technology and driven by purpose, provides peace of mind by automating tedious tasks and guiding families through complex processes. Our passionate and empathetic team is dedicated to delivering world-class solutions to those in need.

About the Team

At the core of our mission is the Care Team, a group of professionals with backgrounds in social work, grief support, crisis response, and customer care. They provide compassionate guidance via phone, chat, and email, always balancing emotional sensitivity with operational excellence. 🤝

Role Overview

The Care Specialist role is essential to our operations, offering live chat support to families using our loss product and our upcoming short-term disability leave product. You'll interact directly with users, managing inbound calls, engaging in live chat, fulfilling requests, and conducting research. We seek a bilingual (English & Spanish), self-motivated individual eager to make a difference in a dynamic startup environment.

As our business grows, so will the role's responsibilities. Adaptability and a growth mindset are key to success—for us and the families we serve. 🌱

Working Hours

• Eastern Time (ET): Monday-Friday, 12:00pm - 8:30pm ET
• Pacific Time (PT): Monday-Friday, 9:00am - 5:30pm PT

Note: Hours may slightly change based on business needs, with prior communication ensuring flexibility and minimal disruption.

Key Responsibilities

Support Users

• Provide empathetic, expert chat support in English and Spanish, addressing both practical and emotional needs. 💬
• Assist via inbound phone calls, helping users understand services, schedule appointments, and navigate logistics.
• Create detailed Care Plans tailored to user needs.
• Fulfill various user requests, including account closures, funeral planning, and sourcing vendors or professionals.
• Communicate clearly and compassionately, maintaining the Empathy voice in written and verbal interactions.
• Apply critical thinking to resolve challenges effectively.

Demonstrate Resource Navigation & Product Expertise

• Research and connect users with relevant resources efficiently.
• Maintain and update the Care Team knowledge base and resources.
• Act as a product expert, guiding users through Empathy-specific tools.
• Identify training opportunities to enhance team skills and user experience.
• Share user insights to support product development and improvement.

Collaborate with Accuracy & Compassion

• Organize and document interactions to meet service level agreements (SLAs).
• Work collaboratively across departments, adapting quickly to new tasks and priorities.
• Complete training promptly and provide feedback for continuous improvement.
• Follow protocols to escalate issues carefully, safeguarding sensitive data.
• Engage in various projects as needed, supporting the evolving needs of the organization.

Requirements

What We're Looking For

• Warm, empathetic, and patient demeanor.
• Fluent in both English and Spanish, with excellent communication skills in both languages.
• Experience in customer-facing roles, counseling, support, or concierge services.
• Comfort with new technology, tools, and digital environments.
• Ability to explain complex procedures clearly and effectively.
• Strong organizational, research, and problem-solving skills.
• Self-motivated with the ability to work independently and handle multiple tasks.

Preferred Experience

• Training or experience in warm line support, education, public health, grief counseling, disability services, or resource navigation.
• Familiarity with platforms such as Google Suite, Slack, Zendesk, or similar tools.

Application Process

Please submit your resume along with a cover letter detailing your qualifications and why you’re interested in this role. Shortlisted candidates will participate in multiple interview stages, including conversations with senior leadership and potential team members. 🎯

Compensation & Benefits

The starting hourly salary ranges from $19 to $21, influenced by experience, skills, location, and qualifications. Additional perks include:

• Company equity in a high-growth startup 🎉
• Annual remote work stipend
• Paid bereavement leave
• Comprehensive health insurance coverage
• Generous paid time off, including holidays and vacation days
• Retirement savings plan with employer matching

Equal Opportunity Statement

Empathy is proud to be an equal opportunity employer. We celebrate diversity and are committed to fostering an inclusive environment for all employees. 🌍