[Hiring] Care Specialist @Empathy

Role Description

The Care Specialist (Overnight Shift) role is integral to our 24/7 operations, providing live chat and phone support to families navigating loss, short-term disability leave, and other challenging life events. Working independently during overnight hours, you’ll offer first-in-class care by:

• Responding to live chats
• Handling inbound phone calls
• Completing a variety of task-based support requests
• Conducting detailed research to locate resources, vendors, or service providers tailored to each user’s needs

We’re looking for someone who is self-motivated, tech-comfortable, and able to work with care and consistency during overnight hours. Adaptability and willingness to grow are essential.

Working Hours

• This is a full-time, fixed overnight shift:
• Monday, Tuesday, Wednesday, Friday: 8:30 PM - 5:00 AM ET
• Thursday: 9:30 PM - 6:00 AM ET
• Each 8.5-hour shift includes a 30-minute unpaid meal break.
• You do not need to live in Eastern Time, but the schedule is fixed in ET.
• Hours may be subject to change based on the evolving needs of our business.

In this role you will

• Support Users
  • Provide expert, empathetic chat support to users, addressing both practical and emotional needs.
  • Provide phone support to users, primarily via inbound calls, addressing scheduling needs, helping users to understand Empathy’s offerings, and answering logistical questions on accessing our support.
  • Assist in creating detailed Care Plans for users.
  • Complete user requests related to closing accounts, funeral pricing and planning, sourcing vendors or professionals, and other various request types.
  • Demonstrate excellent written and verbal communication, using the Empathy ‘voice’.
  • Utilize critical thinking and problem-solving abilities to resolve user challenges.
• Demonstrate Exceptional Resource Navigation & Product Expertise
  • Conduct comprehensive research to identify and provide access to essential resources for our users.
  • Assist in the maintenance of the Care Team knowledge base and resources related to your role.
  • Act as a product expert who connects users to Empathy-specific tools and resources.
  • Identify any gaps or opportunities for professional development training that can enhance both personal and team capabilities in providing an exceptional user experience.
  • Relay user insights and identify knowledge gaps to support product development.
• Work With Precision and Independence
  • Excel in organization, documentation, and time management to meet SLA requirements.
  • Work as a team player across different functions and quickly adapt to assist with tasks as needed.
  • Complete all training in a timely manner and provide feedback on training to ensure the team is continually improving the way information is shared.
  • Follow guidelines to escalate issues to the appropriate team member and operate with caution and care while working with sensitive user data.
  • Engage in short-term projects that may vary based on the evolving needs of our business, as directed by management.

Qualifications

• Warm-hearted, empathetic, and patient team members.
• Excellent verbal and written communication skills.
• Experience in a customer-facing role/counseling/support/concierge services or related fields (including internships).
• Ability to quickly adopt and navigate new technology, tools, and platforms.
• Comfort working within defined procedures and translating complex steps into clear guidance.
• Excellent communication, organizational, and interpersonal skills.
• Strong love of learning and conducting research in unfamiliar fields.
• Demonstrated problem-solving abilities involving challenging deadlines and priorities.
• Ability to work consistently and independently during overnight hours.
• Ability to organize multiple tasks and projects and maintain control of workflow.
• Ability to analyze situations and make independent professional judgments without close supervision.

Preferred Experience

• Experience or training in warm line support, education, public health, grief counseling, disability services, resource navigation, or related fields.
• Familiarity with Google Suite, Slack, Zendesk, or similar platforms.

Application Process

• Interested candidates should submit a resume and a cover letter detailing their qualifications and interest in the role.
• Shortlisted candidates will undergo a multi-stage interview process, including discussions with senior leadership and potential peers.

Compensation

• The starting salary range for this role is $20-$23 per hour.
• Salary is determined by multiple factors, including but not limited to relevant experience, knowledge, skills, locations, and other job-related qualifications.

Benefits

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

Company Description

Empathy is transforming the way families navigate life’s most difficult times - from the loss of a loved one to other major life transitions. By combining technology with compassionate human care, we bring clarity, comfort, and peace of mind when it matters most.

We partner with leading employers, insurers, and financial institutions to deliver meaningful, human-centric support at scale. Today, Empathy supports over 50 million people across the US, Canada, and the UK.

Backed by top-tier investors including General Catalyst, Index Ventures, Adams Street, Aleph and Entreé Capital. We've raised over $160 million to date, including a $72 million Series C, to expand our impact and scale our mission worldwide.