Care Manager 1

About Empathy

Empathy is building a mission-driven product that supports families during some of the hardest moments in life. By combining technology with human care, the company helps people handle the many time-consuming steps that come with loss, so they can spend more energy on what matters most. The team is collaborative, compassionate, and focused on creating thoughtful solutions that make a real difference for users.

About the Team

The Care Team plays a central role in Empathy’s app and service experience, helping families get the support they need. The company is hiring a Care Manager who is empathetic, proactive, organized, and able to work well with others. In this role, you will guide users through their journey, improve internal knowledge by documenting processes, and deliver strong support across phone, chat, email, and other channels.

Working Schedule

This is a full-time remote role with fixed shift options listed in Eastern Time. If you live in another time zone, your working hours will be adjusted to match the same shift in your local time.

• Sunday to Thursday, 10:00 AM to 6:30 PM ET, with Friday and Saturday off
• Monday to Friday, 7:30 AM to 4:00 PM ET, with Saturday and Sunday off
• Monday to Friday, 11:00 AM to 7:30 PM ET, with Saturday and Sunday off

The company aims to keep schedules stable once assigned, while still allowing for changes when business needs require it. Any updates will be shared as early as possible, with support provided to make transitions easier.

Role Overview

This position focuses on helping users with both practical and emotional needs, representing the company’s communication style clearly and compassionately, and using good judgment when dealing with sensitive information. The work includes supporting families through logistical challenges related to loss, such as probate and tax-related guidance, and may expand in the future to help families facing disability-related challenges as well.

Responsibilities

• Support users across phone, live chat, email, and other communication channels with both practical and emotional concerns.
• Serve as a knowledgeable guide on Empathy’s tools, resources, and product experience.
• Communicate clearly and professionally in writing and speaking while reflecting the company’s voice.
• Stay organized, document work carefully, and manage time effectively to meet SLA targets.
• Collaborate across teams and step in to help with tasks when needed.
• Create a user experience centered on compassion, care, and genuine support.
• Complete onboarding and ongoing learning promptly, while sharing feedback to improve training and knowledge sharing.
• Identify training needs and knowledge gaps that could improve both personal performance and team effectiveness.
• Share user feedback and insight to help uncover product gaps and opportunities.
• Provide dependable resources to service providers and state or government agencies.
• Escalate issues appropriately and handle sensitive user information carefully.
• Help users work through complex life logistics, including support after loss and related probate or tax concerns, with possible future expansion into disability-related support.
• Use critical thinking to solve user problems and remove obstacles.
• Build personalized Care Plans for Managed Care users.
• Contribute to short-term projects as assigned by team leadership.

Requirements

• A kind, patient, and empathetic approach to working with others.
• Must live in the United States and be legally permitted to work there.
• Strong curiosity and comfort researching unfamiliar topics.
• At least 2 years of professional experience in a customer-facing, counseling, support, concierge, or similar role, including internships.
• Confidence using new software, tools, and digital platforms, with the ability to adapt quickly.
• Experience building and explaining step-by-step workflows or process guides.
• Strong written, verbal, organizational, and interpersonal communication skills.
• Ability to solve problems under pressure and balance competing priorities.
• Capability to manage multiple tasks and projects while keeping workstreams organized.
• Comfort making sound independent decisions without close supervision.
• Preferred: availability for evenings and weekends.
• Preferred: background in social work, grief counseling, disability services, education, allied health, or related areas.
• Preferred: familiarity with Google Suite, Slack, and Zendesk.

Compensation

The starting pay for this role is $23 to $25 per hour. Final compensation depends on factors such as experience, skills, knowledge, location, and other role-related qualifications.

Perks and Benefits

• Equity in a fast-growing startup
• Annual allowances for remote work and wellness expenses
• Higher pay rate for work performed on company-observed holidays
• Paid leave for bereavement
• Comprehensive medical coverage
• Generous paid time off, including company holidays, vacation days, and paid leaves
• Retirement savings plan with employer match

Application Process

Selected candidates will go through several interview stages, including discussions with peers and leadership. The company emphasizes a process that is clear, respectful, and transparent.

Equal Opportunity

Empathy is an equal opportunity employer and is committed to building an inclusive workplace where people of all backgrounds are welcomed and valued.