Care Manager 1

ABOUT THE ROLE Empathy is a mission-driven organization dedicated to helping families navigate life's most challenging moments. Our award-winning product combines technology and human support to provide peace of mind and guide families through the tedious tasks associated with loss. As a member of our Care Team, you will play a critical role in enhancing our capacity to assist families and providing exceptional support to users. WHAT YOU'LL DO As a Care Manager, you will be responsible for guiding families through their journey, documenting processes to evolve our knowledge base, and providing exceptional support to users via our omnichannel support model. Your key responsibilities will include: - Addressing users' practical and emotional needs via phone, live chat, email, and other communication channels - Acting as a product expert and connecting users to Empathy's specific tools and resources - Demonstrating excellent written and verbal communication using the Empathy 'voice' - Excelling in organization, documentation, and time management to meet SLA requirements - Working collaboratively with team members across different functions to provide an exceptional user experience - Completing onboarding and ongoing training in a timely manner and providing feedback to ensure the team is continually improving - Surfacing gaps or opportunities for professional development training to benefit the team and users - Relaying user insights and identifying knowledge gaps to support product development - Sharing reliable resources with service providers and state/government agencies - Escalating issues to the appropriate team member and operating with caution and care while working with sensitive user data - Assisting users in navigating the logistical complexities of life's most challenging moments, including support after loss and guidance through probate and tax implications WHAT YOU'LL NEED - Compassion, self-starting, organized, and collaborative mindset - Excellent written and verbal communication skills - Ability to work in a fast-paced environment and meet SLA requirements - Strong problem-solving and critical thinking skills - Ability to work independently and collaboratively as part of a team - Familiarity with omnichannel support models and customer service software WHY REMOTE Empathy offers flexible work arrangements to accommodate different time zones and work styles. While our schedules are fixed in Eastern Time, we will adjust your working hours to reflect the equivalent shifts in your time zone. We strive to maintain consistent schedules and minimize disruptions to your work and personal planning. BENEFITS - Competitive salary - Opportunity to work with a mission-driven organization making a meaningful impact in people's lives - Collaborative and supportive team environment - Flexible work arrangements to accommodate different time zones and work styles - Ongoing training and professional development opportunities - Comprehensive benefits package