Care Manager

Care Manager Shift Schedules

• Sunday
  - Thursday: 10 AM-6:30 PM ET (Days off: Friday and Saturday)
• Monday
  - Friday: 11:00 AM-7:30 PM ET (Days off: Saturday and Sunday)
• Monday
  - Friday: 1:00 PM-9:30 PM ET (Days off: Saturday and Sunday)

While the shifts are listed in Eastern Time, you do not need to live in the Eastern Time zone. Working hours will be adjusted to reflect the equivalent shift in your time zone.

We strive to keep your schedule consistent once it is set. Our goal is to minimize disruptions and provide predictability for your work and personal planning. 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 via phone, live chat, email, and other communication channels.
• Act as a product expert who connects users to Empathy tools and resources.
• Demonstrate excellent written and verbal communication using Empathy’s 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 improve information sharing.
• Identify gaps or opportunities for professional development training that can benefit you or the larger team.
• Relay user insights and identify knowledge gaps to support product development.
• Share reliable resources with service providers and state/government agencies.
• Follow guidelines to elevate issues to the appropriate team member and operate with caution and care when working with sensitive user data.
• Assist users in navigating the logistical complexities of life’s most challenging moments, including support after loss and guidance through probate and tax implications.
• 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 defined by team leadership.

• Warm-hearted, empathetic, and patient team member.
• 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.
• At least 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.
• Excellent communication, organizational, and interpersonal skills.
• Demonstrated problem-solving abilities involving challenging deadlines and priorities.
• Ability to organize multiple tasks and projects while efficiently managing workflows.
• Ability to analyze situations and make independent professional judgments without close supervision.

• Ability to work on weekends and evenings.
• Previous experience in social work, grief counseling, disability services, education, allied health, or other related fields.
• Education in fields such as psychology, social work, or education.
• Experience with Google Suite, Slack, and Zendesk.

The starting salary range for this role is $23-$25 per hour. Salary is determined by relevant experience, knowledge, skills, location, and other qualifications.

• Company equity in a high-growth start-up.
• Annual remote work and wellness stipends.
• Enhanced compensation rate for work during company-observed holidays.
• 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.

Empathy is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive workplace for all employees.