Care Specialist, Overnight Hours
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Job Description
Care Specialist delivering overnight chat and phone support for Empathy’s family-care platform. Researching resources, creating Care Plans, and guiding families through difficult life events.
Responsibilities:
- 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
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