Care Specialist

About Empathy

Empathy is transforming the way families navigate life’s most difficult times - from the loss of a loved one to other major life transitions. By combining technology with compassionate human care, we bring clarity, comfort, and peace of mind when it matters most.

We partner with leading employers, insurers, and financial institutions to deliver meaningful, human-centric support at scale. Today, Empathy supports over 50 million people across the US, Canada, and the UK.

Backed by top-tier investors including General Catalyst, Index Ventures, Adams Street, Aleph and Entreé Capital. We've raised over $160 million to date, including a $72 million Series C, to expand our impact and scale our mission worldwide.

About the Team:

At the heart of this mission is our Care Team - a group of dedicated professionals with backgrounds in social work, grief support, crisis response, and customer care. They provide compassionate, expert guidance via phone, chat, and email, always balancing emotional sensitivity with operational excellence. 

Role Overview:

The Care Specialist (Overnight Shift) role is integral to our 24/7 operations, providing live chat and phone support to families navigating loss, short-term disability leave, and other challenging life events. Working independently during overnight hours, you’ll offer first-in-class care by responding to live chats, handling inbound phone calls, and completing a variety of task-based support requests. This includes detailed research to locate resources, vendors, or service providers tailored to each user’s needs.

We’re looking for someone who is self-motivated, tech-comfortable, and able to work with care and consistency during overnight hours.

As our business continues to grow and evolve, so too will the responsibilities associated with this role. Adaptability and willingness to grow are essential, both for our team and the families we support.

Working Hours:

This is a full-time, fixed overnight shift:

• Monday, Tuesday, Wednesday, Friday: 8:30 PM - 5:00 AM ET 
• Thursday: 9:30 PM - 6 AM ET

*Each 8.5-hour shift includes a 30-minute unpaid meal break

You do not need to live in Eastern Time, but the schedule is fixed in ET. If you live in another time zone, your working hours will reflect the equivalent local time.

For example, if you’re in Pacific Time, your hours on Monday will be 5:30 PM to 2:00 AM PT.

Please note that while we aim to maintain consistency in these hours, they may be subject to change based on the evolving needs of our business. We ensure that any necessary adjustments are communicated well in advance and strive to make such changes as minimal and manageable as possible.

In this role, you will:

Support Users

• Provide expert, empathetic chat support to users, addressing both practical and emotional needs.
• Provide phone support to users, primarily via inbound calls, addressing scheduling needs, helping users to understand Empathy’s offerings, and answering logistical questions on accessing our support.
• Assist in creating detailed Care Plans for users. 
• Complete user requests related to closing accounts, funeral pricing and planning, sourcing vendors or professionals, and other various request types. 
• Demonstrate excellent written and verbal communication, using the Empathy ‘voice’.
• Utilize critical thinking and problem-solving abilities to resolve user challenges.

Demonstrate Exceptional Resource Navigation & Product Expertise

• Conduct comprehensive research to identify and provide access to essential resources for our users.
• Assist in the maintenance of the Care Team knowledge base and resources related to your role. 
• Act as a product expert who connects users to Empathy-specific tools and resources.
• Identify any gaps or opportunities for professional development training that can enhance both personal and team capabilities in providing an exceptional user experience.
• Relay user insights and identify knowledge gaps to support product development.

Work With Precision and Independence

• Excel in organization, documentation, and time management to meet SLA requirements.
• Work as a team player across different functions and quickly adapt to assist with tasks as needed, reflecting the dynamic nature of our operations.
• Complete all training in a timely manner and provide feedback on training to ensure the team is continually improving the way info