Care Manager, Bilingual - English & Spanish

Empathy • San Francisco, CA

10h • Remote

About The Position

Empathy is seeking a compassionate, self-starting, organized, and collaborative Care Manager to join their growing Care Team. This role involves guiding families in both English and Spanish through their journey, documenting processes to evolve the knowledge base, and providing exceptional support via phone, chat, and email. The position requires fluency in Spanish and English, strong research skills, and at least 2 years of professional experience in a customer-facing role, counseling, support, or concierge services. The Care Manager will act as a product expert, assist users in navigating complex logistical challenges, create personalized Care Plans, and contribute to product development by relaying user insights. The role also involves following guidelines for escalating issues and handling sensitive user data with care. Empathy is an award-winning company focused on supporting families through challenging moments, particularly after loss, with potential expansion to other life challenges like disability.

Requirements

• Fluency in Spanish and English is required.
• Must be a resident of and legally authorized to work in the United States.
• Strong love for learning and conducting research in an unfamiliar field.
• 2 years of professional experience in a customer-facing role/counseling/support/concierge services or related fields (including internships).
• Proficient in navigating new technology, tools, and platforms with a strong ability to adapt to evolving digital environments.
• Experience in creating and communicating step-by-step process flows.
• Excellent communication, organizational, and interpersonal skills.
• Demonstrated problem-solving abilities involving challenging deadlines and priorities.
• Ability to organize multiple tasks and projects while efficiently managing workflows.
• Ability to analyze situations and make independent professional judgments without close supervision.

Nice To Haves

• Ability to work on weekends and evenings.
• Previous experience in social work, grief counseling, disability services, education, allied health or other related fields.
• Experience with Google Suite, Slack, and Zendesk.

Responsibilities

• Address all users' practical and emotional needs fluidly and expertly via phone, live chat, email, and other communication channels.
• Act as a product expert who connects Users to Empathy specific tools and resources.
• Demonstrate excellent written and verbal communication, in both English and Spanish, using the Empathy ‘voice.’
• Excel in organization, documentation, and time management to meet SLA requirements.
• Work as a team player across different functions and quickly assist with tasks when asked.
• Provide an exceptional User experience with a focus on empathy, compassion, and investment in the User’s journey.
• Complete all onboarding and ongoing training in a timely manner and provide feedback on training to ensure the team is continually improving the way information is shared.
• Surfacing any gaps or opportunities for professional development training that can benefit you or the larger team in providing an exceptional user experience.
• Relay User insights and identify knowledge gaps to support product development.
• Share reliable resources with service providers and state/government agencies.
• Follow guidelines to escalate issues to the appropriate team member and operate with caution and care while working with sensitive User data.
• Assist users in navigating the logistical complexities of life’s most challenging moments. Today, this centers on support after loss, including guidance through probate and tax implications. As Empathy expands, this role may also support families navigating challenges beyond loss, including disability.
• Utilize critical thinking and problem-solving abilities to resolve User challenges.
• Create personalized Care Plans for Managed Care Users.
• Take on short-term projects as needed and defined by team leadership.

Benefits

• Company Equity in a high-growth start-up
• Annual Remote Work and Wellness Stipends
• Enhanced compensation rate for work 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed