Care Specialist - Overnight Shift

About Empathy

Empathy is dedicated to revolutionizing support for families facing significant life challenges, such as grief and major transitions. Combining innovative technology with compassionate human assistance, Empathy provides clear, comforting, and reassuring care when it is needed the most. Partnering with top employers, insurers, and financial institutions, Empathy delivers meaningful, human-centered support to over 50 million individuals across the US, Canada, and the UK. Supported by leading investors, including General Catalyst and Index Ventures, the company has raised over $160 million to further expand its mission globally.

Team and Role Overview

The Care Team is central to Empathy's mission, comprising professionals experienced in social work, grief counseling, crisis intervention, and customer care. As a Care Specialist during the overnight hours, you will provide live chat and phone support to families facing loss, short-term disability, and other tough situations. This role requires working independently to respond to live chats, inbound calls, and performing various task-driven support like researching resources tailored to user needs. Adaptability and a self-driven attitude are essential, as duties will evolve with the company's growth.

Work Schedule

• Monday, Tuesday, Wednesday, Friday: 8:30 PM to 5:00 AM ET
• Thursday: 9:30 PM to 6:00 AM ET
• Each shift is 8.5 hours including a 30-minute unpaid meal break

Note that although employees need not live in Eastern Time, shifts are fixed on ET hours, with local times adjusted accordingly (e.g., Pacific Time shift runs 5:30 PM to 2:00 AM PT). Hours may change as business needs evolve but such changes will be communicated in advance.

Key Responsibilities

• Deliver empathetic chat support addressing emotional and practical concerns of users.
• Handle inbound phone calls regarding scheduling, product explanation, and user support.
• Assist in crafting detailed Care Plans tailored to user requirements.
• Resolve user requests about account closures, funeral planning, vendor sourcing, and other inquiries.
• Communicate effectively using the Empathy voice in both written and verbal interactions.
• Utilize critical thinking and problem-solving to overcome user challenges.
• Research extensively to find and provide access to essential resources.
• Help update and maintain the Care Team’s resource and knowledge database.
• Serve as an expert on Empathy products, linking users to appropriate tools and resources.
• Identify training needs to enhance individual and team capabilities.
• Report user insights and knowledge gaps to support product improvements.
• Maintain precision in organization, documentation, and timely SLA adherence.
• Collaborate effectively across teams and adapt to assist with diverse tasks.
• Complete all training promptly and contribute feedback to improve team learning.
• Escalate issues responsibly while handling sensitive user data with care.
• Participate in short-term projects as assigned by management.

Qualifications

Required:

• A warm, empathetic nature with patience and compassion.
• Strong verbal and written communication capabilities.
• Experience in customer-facing roles such as counseling, support, or concierge services (including internships).
• Comfort and adaptability with technology and digital platforms.
• Ability to follow procedures and simplify complex instructions for users.
• Excellent time management, organizational, and interpersonal skills.
• Keen interest and skill in research for unfamiliar topics.
• Proven problem-solving in high-pressure and deadline-driven environments.
• Capable of working consistently and independently through overnight hours.
• Capacity to multitask and manage workflows effectively.
• Sound judgment and ability to make professional decisions without close supervision.

Preferred:

• Background or training in warm line support, grief counseling, public health, disability services, or resource navigation.
• Familiarity with Google Suite, Slack, Zendesk, or similar tools.

Compensation and Benefits

The starting wage is between $20 and $23 per hour, determined by various factors like experience and location. Additional benefits include:

• Equity options in a rapidly growing startup
• Annual stipends for remote work and wellness
• Paid bereavement leave
• Comprehensive health insurance
• Generous paid time off including holidays and vacation
• Retirement plan with employer matching

Additional Information

Empathy fosters an inclusive culture valuing diversity and equal opportunity. Interested applicants should submit their resume and cover letter outlining qualifications and enthusiasm. The hiring process includes a multi-step interview with leadership and peers.