Care Specialist, Bilingual – English/Spanish
Empathy
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $19 - $21 per hour
Job Level
Mid-LevelSenior
About the role
- Provide expert, empathetic chat support to users in both English and Spanish, addressing both practical and emotional needs
- Provide phone support to users via inbound calls in both English and Spanish, handling scheduling, explaining Empathy’s offerings, and answering logistical questions
- Support users in both loss product and short-term disability leave product
- Assist in creating detailed Care Plans for users and complete user requests (closing accounts, funeral pricing and planning, sourcing vendors or professionals, etc.)
- Conduct comprehensive research to identify and provide access to essential resources for users
- Assist in maintenance of the Care Team knowledge base and act as a product expert for Empathy-specific tools and resources
- Identify gaps or opportunities for professional development training and relay user insights to support product development
- Excel in organization, documentation, and time management to meet SLA requirements and follow escalation guidelines
- Complete training in a timely manner, provide feedback on training, and engage in short-term projects as directed by management
Requirements
- Warm-hearted, empathetic, and patient team members
- Fluency in both Spanish and English, with excellent verbal and written communication skills in both languages
- Experience in a customer-facing role/counseling/support/concierge services or related fields (including internships)
- Ability to quickly adopt and navigate new technology, tools, and platforms
- Comfort working within defined procedures and translating complex steps into clear guidance
- Excellent communication, organizational, and interpersonal skills
- Strong love of learning and conducting research in unfamiliar fields
- Demonstrated problem-solving abilities involving challenging deadlines and priorities
- Ability to organize multiple tasks and projects and maintain control of workflow
- Ability to analyze situations and make independent professional judgments without close supervision
- Preferred: Experience or training in warm line support, education, public health, grief counseling, disability services, resource navigation, or related fields
- Preferred: Familiarity with Google Suite, Slack, Zendesk, or similar platforms
Benefits
- Company equity in a high-growth start-up
- Annual remote work stipend
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft skills
empatheticpatientexcellent verbal communicationexcellent written communicationorganizational skillsinterpersonal skillsproblem-solving abilitiesability to analyze situationsability to organize multiple tasksstrong love of learning