Manager, Sales Compensation Operations
Sayari
SFDC
Leave Operations Specialist
Empathy
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteSalary
💰 $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
