Care Manager 1

Empathy is dedicated to helping families through life's challenging moments by providing tech-driven and human-supported solutions for loss and other difficulties. The company values passionate, empathetic, and collaborative team members who aim to deliver world-class support.

Location: Remote (US)

Salary: $23–$25/hr

Responsibilities

• Address users' practical and emotional needs via phone, chat, email, and other channels.
• Act as a product expert connecting users to tools and resources.
• Demonstrate excellent communication using the Empathy voice.
• Excel in organization, documentation, and time management to meet SLA requirements.
• Work as a team player across functions and assist with tasks as needed.
• Provide an exceptional user experience with empathy and compassion.
• Complete onboarding and ongoing training, providing feedback for improvement.
• Identify knowledge gaps and support product development.
• Share resources with service providers and agencies.
• Follow guidelines to escalate issues and handle sensitive data carefully.
• Assist users with logistical challenges related to loss, probate, tax, and potentially disability.
• Use critical thinking and problem-solving to resolve challenges.
• Create personalized Care Plans for Managed Care Users.
• Take on short-term projects as directed by leadership.

Requirements

• Warm-hearted, empathetic, and patient.
• Legally authorized to work in the US.
• Strong love for learning and research.
• 2+ years in customer-facing, counseling, support, or related roles.
• Proficient with technology, tools, and platforms.
• Experience creating and communicating process flows.
• Excellent communication, organizational, and interpersonal skills.
• Problem-solving skills under deadlines.
• Ability to manage multiple tasks and analyze situations independently.

Benefits

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

Additional Information

• Candidates will undergo a multi-stage interview process.
• Empathy values diversity and inclusivity.