Care Specialist, Overnight Hours

🔥 0 minutes ago

🌺 Hawaii – Remote

🌺 Hawaii – Remote

💵 $20 - $23 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

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Empathy

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏥 Healthcare

⚖️ Legal

📦 Logistics

💰 Series B on 2024-03

Healthcare • Legal • Logistics

Empathy is a company that provides comprehensive support systems for families experiencing loss. Their flagship product, Empathy LifeVault™, empowers families to create estate plans for a secure financial future. The company offers personalized Care Plans tailored to the urgent needs of families, helping them navigate the challenges of loss with human care enhanced by technology. This includes time-saving tools for administrative tasks, grief support through audio companions and exercises, and assistance with the probate process. Empathy also collaborates with partners like life insurance companies, consultants, and employers to extend their support to beneficiaries and employees during tough times.

📋 Description

• Provide expert, empathetic chat support addressing users’ practical and emotional needs • Provide inbound phone support for scheduling, Empathy offerings, and logistical access questions • Assist in creating detailed Care Plans • Complete requests involving account closures, funeral pricing and planning, vendors, professionals, and other support needs • Conduct research to identify essential resources, vendors, and service providers • Maintain the Care Team knowledge base and role-related resources • Connect users to Empathy-specific tools and resources as a product expert • Relay user insights and knowledge gaps to support product development • Organize, document, and manage time effectively to meet SLA requirements • Collaborate across functions and adapt to operational tasks • Complete training and provide feedback to improve information sharing • Escalate issues appropriately while protecting sensitive user data • Engage in short-term projects as directed by management

🎯 Requirements

• Warm-hearted, empathetic, and patient • 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 interest in 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 • Strong time management and focus throughout the shift • Ability to organize multiple tasks and projects and maintain workflow control • Ability to analyze situations and make independent professional judgments without close supervision • Preferred: experience or training in warm line support, education, public health, grief counseling, disability services, resource navigation, or related fields • Preferred: familiarity with Google Suite, Slack, Zendesk, or similar platforms • Resume and cover letter required • Ability to work the fixed overnight schedule, including Monday, Tuesday, Wednesday, Friday 8:30 PM–5:00 AM ET and Thursday 9:30 PM–6:00 AM ET

🏖️ 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