Care Specialist, Overnight Hours

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

📋 Description

• Deliver compassionate and expert chat support to address both the practical and emotional requirements of users.

• Provide inbound phone assistance for scheduling, Empathy offerings, and logistical inquiries.

• Aid in the development of comprehensive Care Plans.

• Handle requests related to account closures, funeral pricing and planning, vendors, professionals, and other support needs.

• Conduct research to identify critical resources, vendors, and service providers.

• Uphold the Care Team knowledge base and resources pertinent to the role.

• Connect users with Empathy-specific tools and resources as a product specialist.

• Communicate user insights and knowledge gaps to inform product development.

• Organize, document, and manage time effectively to fulfill SLA requirements.

• Collaborate across various functions and adapt to operational tasks.

• Complete training and offer feedback to enhance information sharing.

• Appropriately escalate issues while safeguarding sensitive user information.

• Participate in short-term projects as assigned by management.

⛳️ Requirements

• Must be warm-hearted, empathetic, and patient.

• Possess excellent verbal and written communication abilities.

• Have experience in customer-facing roles, counseling, support, concierge services, or related areas, including internships.

• Demonstrate the ability to quickly learn and navigate new technologies, tools, and platforms.

• Comfortable working within established procedures and simplifying complex steps into clear instructions.

• Exhibit strong communication, organizational, and interpersonal skills.

• Show a keen interest in learning and researching unfamiliar topics.

• Proven problem-solving skills in managing challenging deadlines and priorities.

• Able to consistently work independently during overnight hours.

• Strong time management and focus throughout the shift.

• Capable of organizing multiple tasks and projects while maintaining workflow control.

• Ability to analyze situations and make independent professional decisions 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.

• A resume and cover letter are required.

• Must be able to work a fixed overnight schedule, which includes Monday, Tuesday, Wednesday, and Friday from 8:30 PM–5:00 AM ET, and Thursday from 9:30 PM–6:00 AM ET.

🏝️ Benefits

• Equity in a rapidly growing start-up.

• Annual remote work stipend.

• Annual wellness stipend.

• Paid bereavement leave.

• Comprehensive health insurance coverage.

• Generous paid time off, which includes company holidays, vacation days, and paid leaves.

• Retirement savings plan with employer matching.