Empathy

Leave Operations Specialist

Empathy

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $60,000 - $70,000 per year

Job Level

Mid-LevelSenior

About the role

  • Launch and scale chat-based support for short-term disability through Empathy Leave Support
  • Build and maintain internal knowledge bases, workflows, and support templates
  • Evaluate and adapt content and internal documentation to meet user needs
  • Create onboarding and training materials for Care Specialists
  • Define tone, escalation protocols, and best practices for chat support
  • Gather insights from users and Care Team to inform product and process improvements
  • Synthesize operational challenges and identify improvement opportunities
  • Support cross-training strategy for Care Specialists across products
  • Handle escalated chats, research requests, and VIP handoffs
  • Offer guidance and coaching to frontline team members on complex cases
  • Provide chat coverage during high volume periods

Requirements

  • Deep understanding of the needs of individuals navigating disability products (e.g., from experience in disability services, public health, case management, or another field directly supporting this population)
  • Strong critical thinking and problem-solving skills and developing analytical skills.
  • Strong track record of operational success in enablement, or service design in a care- or support-oriented setting
  • Ability to thrive in a fast-moving, ambiguous environment and build structure where it doesn’t yet exist
  • Excellent written and verbal communication skills
  • Comfort working across teams and balancing individual and team-based work
  • Preferred: Background in healthcare navigation, behavioral health, social work.
  • Preferred: Experience designing or delivering training content
  • Preferred: Familiarity with chat-based support
  • Preferred: Experience using platforms like Slack, Zendesk, Notion, and Google Suite