Care Specialist – Overnight Hours

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

📋 Description

• Deliver compassionate and knowledgeable chat support to meet users’ practical and emotional requirements.

• Provide inbound telephone assistance for scheduling appointments, clarifying Empathy’s services, and accessing support.

• Aid in the development of thorough Care Plans.

• Fulfill requests related to account closures, funeral pricing and planning, vendor coordination, and other support services.

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

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

• Act as a product expert by connecting users to Empathy-specific tools and resources.

• Share user insights and identify knowledge gaps to inform product development.

• Organize documentation and manage time effectively to meet SLA requirements.

• Collaborate across different functions and adapt to operational tasks as needed.

• Complete training sessions and provide constructive feedback to enhance information sharing.

• Appropriately escalate issues while ensuring the protection of sensitive user data.

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

⛳️ Requirements

• Kind-hearted, empathetic, and patient demeanor.

• Exceptional verbal and written communication abilities.

• Background in customer service, counseling, support roles, concierge services, or related fields, including internships.

• Quick adaptability to new technologies, tools, and platforms.

• Comfort in working within established procedures and simplifying complex processes into clear instructions.

• Strong communication, organizational, and interpersonal skills.

• Keen interest in learning and conducting research in unfamiliar areas.

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

• Ability to work consistently and independently during overnight hours.

• Strong time management skills and sustained focus throughout the shift.

• Capability to manage multiple tasks and projects while maintaining control over workflow.

• Proficiency in analyzing situations and making independent professional judgments without close oversight.

• Preferred: experience or training in warm line support, education, public health, grief counseling, disability services, resource navigation, or similar fields.

• Preferred: familiarity with Google Suite, Slack, Zendesk, or comparable platforms.

• Submission of resume and cover letter is mandatory.

🏝️ Benefits

• Equity in a rapidly growing start-up company.

• Annual stipend for remote work expenses.

• Annual wellness stipend.

• Paid bereavement leave.

• Comprehensive health insurance coverage.

• Generous paid time off, including company holidays, vacation days, and other paid leaves.

• Retirement savings plan with employer matching contributions.