Empathy
Overview
Care Manager 1
at
Empathy
– a compassionate role that supports families through major life transitions such as the loss of a loved one. This position is full‑time and based in New York City, with flexibility around Eastern Time schedules.
Schedule
Thursday to Monday: 6:00 AM – 2:30 PM ET (Days off: Tuesday and Wednesday)
Responsibilities
Address users’ practical and emotional needs via phone, live chat, email, and other channels.
Act as a product expert and connect users to specific Empathy tools and resources.
Demonstrate excellent written and verbal communication using Empathy’s voice.
Excel in organization, documentation, and time management to meet SLA requirements.
Work collaboratively across functions and assist with tasks when asked.
Provide an exceptional user experience with a focus on empathy, compassion, and commitment to the user’s journey.
Complete all onboarding and ongoing training; provide feedback to improve training practices.
Identify gaps or opportunities for professional development training that benefit the team.
Relay user insights and identify knowledge gaps to support product development.
Share reliable resources with service providers and state/government agencies.
Follow guidelines to escalate issues to the appropriate team member and handle sensitive user data with care.
Assist users with logistical challenges during life’s most challenging moments, including guidance on probate, tax implications, and potentially disability services as Empathy expands.
Utilize critical thinking and problem‑solving abilities to resolve user challenges.
Create personalized care plans for managed care users.
Take on short‑term projects as defined by team leadership.
Required Qualifications
Warm‑hearted, empathetic, and patient team member.
Resident of and legally authorized to work in the United States.
Strong love for learning and research in unfamiliar fields.
2+ years of professional experience in a customer‑facing role (counseling, support, concierge, case management, etc.).
Proficiency with new technology, tools, and platforms and ability to adapt to evolving digital environments.
Experience creating and communicating step‑by‑step process flows.
Excellent communication, organizational, and interpersonal skills.
Demonstrated problem‑solving abilities involving challenging deadlines and priorities.
Ability to organize multiple tasks and projects while efficiently managing workflows.
Ability to analyze situations and make independent professional judgments without close supervision.
Preferred Qualifications
Ability to work on weekends and evenings.
Previous experience in social work, grief counseling, disability services, education, allied health, or related fields.
Education in psychology, social work, or education.
Experience with Google Suite, Slack, and Zendesk.
Compensation Hourly rate: $23 – $25, based on experience and qualifications.
Benefits
Company equity in a high‑growth startup.
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 company holidays, vacation days, and paid leave.
Retirement savings plan with employer matching.
Application Process The interview process consists of multiple stages, including conversations with peers and leadership. Applicants can expect transparent, clear, and thoughtful communication throughout.
EEO Statement Empathy is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive workplace for all employees.
Seniority Level Entry Level
#J-18808-Ljbffr
at
Empathy
– a compassionate role that supports families through major life transitions such as the loss of a loved one. This position is full‑time and based in New York City, with flexibility around Eastern Time schedules.
Schedule
Thursday to Monday: 6:00 AM – 2:30 PM ET (Days off: Tuesday and Wednesday)
Responsibilities
Address users’ practical and emotional needs via phone, live chat, email, and other channels.
Act as a product expert and connect users to specific Empathy tools and resources.
Demonstrate excellent written and verbal communication using Empathy’s voice.
Excel in organization, documentation, and time management to meet SLA requirements.
Work collaboratively across functions and assist with tasks when asked.
Provide an exceptional user experience with a focus on empathy, compassion, and commitment to the user’s journey.
Complete all onboarding and ongoing training; provide feedback to improve training practices.
Identify gaps or opportunities for professional development training that benefit the team.
Relay user insights and identify knowledge gaps to support product development.
Share reliable resources with service providers and state/government agencies.
Follow guidelines to escalate issues to the appropriate team member and handle sensitive user data with care.
Assist users with logistical challenges during life’s most challenging moments, including guidance on probate, tax implications, and potentially disability services as Empathy expands.
Utilize critical thinking and problem‑solving abilities to resolve user challenges.
Create personalized care plans for managed care users.
Take on short‑term projects as defined by team leadership.
Required Qualifications
Warm‑hearted, empathetic, and patient team member.
Resident of and legally authorized to work in the United States.
Strong love for learning and research in unfamiliar fields.
2+ years of professional experience in a customer‑facing role (counseling, support, concierge, case management, etc.).
Proficiency with new technology, tools, and platforms and ability to adapt to evolving digital environments.
Experience creating and communicating step‑by‑step process flows.
Excellent communication, organizational, and interpersonal skills.
Demonstrated problem‑solving abilities involving challenging deadlines and priorities.
Ability to organize multiple tasks and projects while efficiently managing workflows.
Ability to analyze situations and make independent professional judgments without close supervision.
Preferred Qualifications
Ability to work on weekends and evenings.
Previous experience in social work, grief counseling, disability services, education, allied health, or related fields.
Education in psychology, social work, or education.
Experience with Google Suite, Slack, and Zendesk.
Compensation Hourly rate: $23 – $25, based on experience and qualifications.
Benefits
Company equity in a high‑growth startup.
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 company holidays, vacation days, and paid leave.
Retirement savings plan with employer matching.
Application Process The interview process consists of multiple stages, including conversations with peers and leadership. Applicants can expect transparent, clear, and thoughtful communication throughout.
EEO Statement Empathy is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive workplace for all employees.
Seniority Level Entry Level
#J-18808-Ljbffr