Care Manager

Job Description

About Empathy

Empathy is on a mission to help families through life’s most challenging moments. Their award-winning product, powered by tech and driven by purpose, provides peace of mind by guiding families through all the tedious and time-consuming tasks associated with loss. With a combination of tech and human support, they enable families to focus on what truly matters and support them through the emotions that follow.

Empathy’s team is passionate, empathetic, and dedicated to providing world-class solutions to families in need. They work collaboratively to identify pain points and design elegant solutions that empower and support their users.

About The Job: Care Manager

The Empathy Care Team is a cornerstone of their app and services, enhancing their capacity to assist families navigating the aftermath of a loved one’s passing. They are looking for a compassionate, self-starting, organized, and collaborative Care Manager to be a member of their growing Care Team.

Your role will involve:

• Guiding families through their journey: This includes providing emotional support, practical guidance, and navigating the complex logistical aspects of loss.
• Documenting processes: You will contribute to the evolution of their knowledge base by documenting procedures and best practices.
• Providing exceptional user support: You will be the primary point of contact for users, offering support via phone, chat, and email. You will utilize Empathy’s omnichannel support model to ensure a seamless and responsive experience.

Key Responsibilities:

• Address all users’ practical and emotional needs expertly via phone, live chat, email, and other communication channels.
• Act as a product expert, connecting users to Empathy specific tools and resources.
• Demonstrate excellent written and verbal communication, reflecting Empathy’s brand voice.
• Excel in organization, documentation, and time management to meet service level agreements (SLAs).
• Work collaboratively as a team player across different functions and readily assist with tasks.
• Provide an exceptional user experience with a focus on empathy, compassion, and investment in the user’s journey.
• Complete onboarding and ongoing training promptly and provide feedback to ensure continuous improvement in information sharing.
• Identify opportunities for professional development training to enhance team and individual performance.
• Relay user insights and knowledge gaps to support product development.
• Share reliable resources with service providers and state/government agencies.
• Follow guidelines to escalate issues appropriately and handle sensitive user data with care and caution.
• Assist users in navigating the logistical complexities of loss, including guidance through the probate process and tax implications.
• Utilize critical thinking and problem-solving skills to resolve user challenges.
• Create personalized Care Plans for Managed Users.
• Take on short-term projects as needed.
• Manage Chat during assigned shifts.

Requirements:

• Warm-hearted, empathetic, and patient team member.
• Strong love for learning and conducting research in unfamiliar fields.
• 2 years of professional experience in a customer-facing role, counseling, support, concierge services, or related fields (including internships).
• Proficient in navigating new technology, tools, and platforms, adapting to evolving digital environments.
• Experience in creating and communicating step-by-step process flows.
• Excellent communication, organizational, and interpersonal skills.
• Demonstrated problem-solving abilities involving challenging deadlines and priorities.
• Ability to organize multiple tasks and projects efficiently while managing workflows.
• Ability to analyze situations and make independent professional judgments without close supervision.

Preferred:

• Previous experience in social work, grief counseling, education, public health, or other related fields.
• Experience with Google Suite, Slack, and Zendesk.