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
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