Care Manager , Bilingual - English & Spanish

About Empathy

Empathy is transforming the way families navigate life’s most difficult times - from the loss of a loved one to other major life transitions. By combining technology with compassionate human care, we bring clarity, comfort, and peace of mind when it matters most.

We partner with leading employers, insurers, and financial institutions to deliver meaningful, human‑centric support ay, Empathy supports over 45 million people across North America. Backed by top‑tier investors including General Catalyst, Index Ventures, Adams Street, Aleph, and Entreé Capital, we’ve raised over $160 million to date, including a $72 million Series C, to expand our impact and scale our mission worldwide.

The Empathy Care Team is a cornerstone of our app and services, enhancing our capacity to assist families. We’re looking for a compassionate, self‑starting, organized, and collaborative Care Manager to be a member of our growing Care Team.

Your role will involve guiding families in both English and Spanish through their journey, documenting processes to evolve our knowledge base, and focusing on providing exceptional support to users via our omnichannel support model that includes phone, chat, and email support.

We’re currently hiring for the following full‑time Care Manager shifts (all times listed in Eastern Time):

• Thursday to Monday: 6:00 AM – 2:30 PM ET (Days off: Tuesday and Wednesday)

You do not need to live in Eastern Time; if you live in another time zone, your working hours will be adjusted to reflect the equivalent shifts. We strive to keep your schedule consistent once it is set, but schedules are subject to change based on business needs. If changes are necessary, we will communicate them as early as possible and work with you to make the transition smooth.

• Address all users’ practical and emotional needs fluidly and expertly via phone, live chat, email, and other communication channels.
• Act as a product expert who connects users to Empathy‑specific tools and resources.
• Demonstrate excellent written and verbal communication, in both English and Spanish, using the Empathy ‘voice.’
• Excel in organization, documentation, and time management to meet SLA requirements.
• Work as a team player across different functions and quickly assist with tasks when asked.
• Provide an exceptional user experience with a focus on empathy, compassion, and investment in the user’s journey.
• Complete all onboarding and ongoing training in a timely manner and provide feedback on training to ensure the team is continually improving the way information is shared.
• Surfacing any gaps or opportunities for professional development training that can benefit you or the larger team in providing an exceptional user experience.
• Relay user insights and identify knowledge gaps to support product development.
• Share reliable resources with service providers and state/government agencies.
• Follow guidelines to escalate issues to the appropriate team member and operate with caution and care while working with sensitive user data.
• Assist users in navigating the logistical complexities of life’s most challenging moments, including support after loss (guidance through probate and tax implications). As Empathy expands, this role may also support families navigating challenges beyond loss, including disability.
• Utilize critical thinking and problem‑solving abilities to resolve user challenges.
• Create personalized care plans for managed care users.
• Take on short‑term projects as needed and defined by team leadership.

• Warm‑hearted, empathetic, and patient team members.
• Fluency in Spanish and English is required.
• Must be a resident of and legally authorized to work in the United States.
• Strong love for learning and conducting research in an unfamiliar field.
• 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 with a strong ability to adapt to evolving digital environments.
• Experience in creating and communicating step‑by‑step process flows.
• Excell…