Empathy

Leave Support 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

  • Seek Care Operations Specialist to launch and scale Empathy Leave Support chat-based offering for users navigating short-term disability
  • Partner with Care Experience leadership to build the operational foundation for excellent support—develop internal tools and training, refining workflows, and synthesizing feedback to shape our service
  • Step in directly to support users during escalations, fill support coverage gaps, and coach frontline Care Specialists as needed
  • Deep understanding of disability support systems; thrives in ambiguity; builder mindset
  • Mid-level individual contributor role with future growth potential into team leadership
  • Build and maintain internal knowledge bases, workflows, and support templates
  • Evaluate and adapt content and internal documentation to meet the needs of Empathy Leave Support users
  • Consult on the creation of onboarding and training materials to support the success of Care Specialists responding to Leave Support users
  • Partner with Care Experience leadership to define tone, escalation protocols, and best practices for chat-based support
  • Gather insights from users and the Care Team to inform product feedback loops and process updates
  • Synthesize operational challenges and identify opportunities for improvement
  • Support cross-training strategy for Care Specialists working across Empathy Leave Support, Loss, and future products
  • Frontline Support: Handle escalated chats, research requests, and VIP user handoffs from Care Specialists
  • Offer guidance and coaching to frontline team members on complex or high-sensitivity cases informed by statutory, federal and Client company policy
  • Step in to chat during periods of high volume to ensure seamless user support

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
  • Background in healthcare navigation, behavioral health, social work. (Preferred)
  • Experience designing or delivering training content
  • Familiarity with chat-based support
  • Experience using platforms like Slack, Zendesk, Notion, and Google Suite