Care Manager, Bilingual - English & Spanish

Empathy • San Francisco, CA

7h • $24 - $26

About The Position

Empathy is hiring a bilingual English- and Spanish-speaking Care Manager to join its growing Care Team. The role guides families through practical and emotional challenges using an omnichannel support model that includes phone, live chat, and email. Care Managers help users navigate Empathy’s tools and resources, provide compassionate support, create personalized care plans for Managed Care users, and contribute user insights and documentation to improve the product and knowledge base. Current support focuses on life after loss, including probate and tax implications; as Empathy expands, the role may also support families facing challenges such as disability.

The role follows one of two fixed schedules, stated in Eastern Time: Wednesday through Sunday, 10:00 a.m.–6:30 p.m. (days off Monday and Tuesday); or Thursday, Friday, Sunday, and Monday, 1:30–10:00 p.m., and Saturday, 2:30–11:00 p.m. (days off Tuesday and Wednesday). Employees may live in another time zone, with hours adjusted to the equivalent local schedule. Schedules are intended to remain consistent but may change based on business needs.

The position requires U.S. residency and legal authorization to work in the United States, fluency in English and Spanish, and at least two years of professional experience in a customer-facing, counseling, support, concierge, or related role, including internships. Compensation starts at $24–$26 per hour. The role includes company equity, remote work and wellness stipends, enhanced compensation for work on company-observed holidays, paid bereavement leave, health insurance, paid time off, and a retirement savings plan with employer matching.

Requirements

• Fluency in English and Spanish.
• Must reside in the United States and be legally authorized to work there.
• At least two years of professional experience in a customer-facing, counseling, support, concierge-services, or related role; internships count.
• Warm-hearted, empathetic, and patient approach.
• Strong interest in learning and conducting research in an unfamiliar field.
• Proficiency navigating new technology, tools, and platforms, with adaptability to evolving digital environments.
• Experience creating and communicating step-by-step process flows.
• Excellent communication, organizational, and interpersonal skills.
• Demonstrated problem-solving ability while handling challenging deadlines and priorities.
• Ability to organize multiple tasks and projects and efficiently manage workflows.
• Ability to analyze situations and make independent professional judgments without close supervision.

Nice To Haves

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

Responsibilities

• Address users’ practical and emotional needs through phone, live chat, email, and other communication channels.
• Connect users with Empathy-specific tools and resources as a product expert.
• Communicate in English and Spanish using Empathy’s voice.
• Organize, document, and manage time to meet service-level requirements.
• Collaborate across functions and assist with tasks as requested.
• Provide an exceptional, empathetic, compassionate user experience throughout the user’s journey.
• Complete onboarding and ongoing training promptly and provide feedback to improve how information is shared.
• Identify professional-development training gaps and opportunities for the individual or broader team.
• Relay user insights and identify knowledge gaps to support product development.
• Share reliable resources with service providers and state or government agencies.
• Escalate issues according to guidelines and handle sensitive user data with care.
• Help users navigate logistical challenges, including post-loss matters such as probate and tax implications; the role may also support families facing challenges such as disability as Empathy expands.
• Use critical thinking and problem-solving to resolve user challenges.
• Create personalized care plans for Managed Care users.
• Take on short-term projects as 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