Crisis Support Representative-Remote

Hiring multiple Customer Service Representatives for a large tech company - fully remote!

This role supports a centralized bereavement program that provides compassionate, personalized assistance to employees during one of the most difficult times in their lives. You deliver real-time guidance on bereavement leave, apply policies accurately, and manage sensitive cases across multiple communication channels. You ensure employees receive clear information, timely updates, and a trusted case management experience that reflects a strong customer service mindset and global HR standards.

• Provide empathetic, real-time support to employees seeking information and assistance related to bereavement policy and bereavement time off.
• Guide employees through bereavement policies with clarity, compassion, and respect for their individual circumstances.
• Handle inbound and outbound phone calls, chats, tickets, and cases through specialized support queues.
• Critically assess each case and adjust the case management plan as an employees needs evolve.
• Address and respond to sensitive situations in a way that prioritizes the employee experience and helps de‑escalate complex or emotionally charged cases.
• Manage your own workload effectively to meet productivity goals, and proactively elevate when significant changes or gaps in assigned work arise.
• Communicate regular updates to employees and internal stakeholders both verbally and in writing to ensure alignment and transparency.
• Ensure compliance with standard operating procedures, applicable federal and state regulations, and internal company policies.
• Maintain accurate and timely system records and documentation for all cases and interactions.
• Partner with internal teams and HR business partners to provide seamless, coordinated support across functions.

• Minimum of 1 year of human resources experience.
• Experience working with HR processes and systems.
• Proficiency with Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook.
• Ability to work a flexible schedule that may include weekends, nights, and holidays.
• Ability to speak, read, and write fluently in English.
• Strong communication skills with the ability to convey complex policy information in a clear and empathetic manner.
• Solid organizational skills and attention to detail to manage multiple cases and documentation accurately.

This position is 100% remote, offering the ability to work from a home office while supporting employees across multiple locations. You will use case management tools, HR systems, and the Microsoft Office suite to manage and document interactions and cases. The environment is fast‑paced and deadline‑driven, requiring flexibility to work varied hours, including weekends, nights, and holidays, to ensure continuous support.

The role involves frequent communication via phone, chat, and online case platforms, and emphasizes professionalism, confidentiality, and a compassionate approach in every interaction.

This is a Contract position based out of St. Louis, MO.

The pay range for this position is $23.00 - $23.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident,…