Bilingual

• Provide expert, empathetic live chat support to users in both English and Spanish; manage inbound calls, chat, and email support
• Assist in creating detailed Care Plans for users and complete user requests related to closing accounts, funeral pricing and planning, sourcing vendors or professionals, and other request types
• Conduct comprehensive research to identify and provide access to essential resources for users and assist in maintaining the Care Team knowledge base
• Act as a product expert connecting users to Empathy-specific tools and resources and relay user insights to support product development
• Demonstrate organization, documentation, and time management to meet SLA requirements and follow guidelines to escalate issues appropriately
• Complete all training, provide feedback on training materials, and engage in short-term projects as directed by management

Care Specialist, Bilingual, English/Spanish

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