Care Specialist, Part Time – Weekend Day Shift
Job Description:
- Provide empathetic live chat support addressing users’ practical and emotional needs
- Provide inbound phone support, assist with scheduling, explain Empathy’s offerings, and answer logistical questions
- Assist in creating detailed Care Plans
- Complete requests involving account closures, funeral pricing and planning, vendor or professional sourcing, and other support needs
- Conduct research to identify resources, vendors, and service providers tailored to users’ needs
- Maintain the Care Team knowledge base and role-related resources
- Act as a product expert connecting users to Empathy tools and resources
- Identify professional development opportunities and knowledge gaps
- Relay user insights to support product development
- Organize documentation and time management to meet SLA requirements
- Collaborate across functions and adapt to operational tasks
- Complete training and provide feedback to improve information sharing
- Escalate issues appropriately and handle sensitive user data carefully
- Engage in short-term projects as directed by management
Requirements:
- 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, with strong time management and focus throughout the shift
- Ability to organize multiple tasks and projects and maintain control of workflow
- Ability to analyze situations and make independent professional judgments without close supervision
- 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
- Resume and cover letter submission
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