Care Specialist, Part Time – Weekend Day Shift
Job Description:
- Provide expert, empathetic chat support to users, addressing practical and emotional needs
- Provide phone support, primarily via inbound calls, addressing scheduling needs, explaining Empathy’s offerings, and answering logistical questions
- Assist in creating detailed Care Plans
- Complete requests related to closing accounts, funeral pricing and planning, sourcing vendors or professionals, and other request types
- Conduct comprehensive research to identify essential resources
- Maintain the Care Team knowledge base and role-related resources
- Connect users to Empathy-specific tools and resources as a product expert
- Identify professional development training opportunities
- Relay user insights and knowledge gaps to support product development
- Meet SLA requirements through organization, documentation, and time management
- Collaborate across functions and adapt to operational tasks
- Complete training and provide feedback to improve information sharing
- Escalate issues appropriately and protect sensitive user data
- 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 with a strong ability to adapt to evolving digital environments
- 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 required
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