Care Manager, Bilingual – English & Spanish

This is a fully remote position, open to applicants in United States.

📋 Description

• Address the practical and emotional needs of users through various communication channels including phone, live chat, and email.

• Serve as a product specialist, linking users to the Empathy tools and resources.

• Deliver outstanding user experiences that emphasize empathy, compassion, and a commitment to the user journey.

• Complete onboarding processes and ongoing training while providing feedback to enhance information sharing.

• Identify professional development training gaps and opportunities.

• Communicate user insights and pinpoint knowledge gaps to facilitate product development.

• Distribute reliable resources to service providers and state/government agencies.

• Escalate issues per guidelines while carefully managing sensitive user information.

• Assist users with logistical challenges, including probate and tax considerations following a loss.

• Support families facing difficulties beyond loss, such as disability, as Empathy broadens its scope.

• Employ critical thinking and problem-solving skills to address user concerns.

• Develop personalized Care Plans for Managed Care Users.

• Undertake short-term projects as defined by team leadership.

⛳️ Requirements

• A warm-hearted, empathetic, and patient contributor to the team.

• Proficiency in both Spanish and English is essential.

• Must reside in and be legally authorized to work in the United States.

• A minimum of 2 years of professional experience in customer-facing roles, counseling, support, concierge services, or related fields, including internships.

• Skilled in navigating new technologies, tools, and platforms.

• Strong adaptability to changing digital environments.

• Experience in creating and communicating detailed process flows.

• Exceptional communication, organizational, and interpersonal skills.

• Proven problem-solving skills, particularly under challenging deadlines and priorities.

• Ability to manage multiple tasks and projects while effectively organizing workflows.

• Capability to analyze situations and make independent professional judgments without close supervision.

• Availability to work on weekends and evenings is preferred.

• Previous experience in social work, grief counseling, disability services, education, allied health, or related fields is preferred.

• Familiarity with Google Suite, Slack, and Zendesk is preferred.

🏝️ Benefits

• Company equity in a rapidly growing start-up.

• Annual remote work and wellness stipends.

• Enhanced compensation rate for work performed 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.