Bilingual

• Provide expert, empathetic chat support to users in both English and Spanish, addressing both practical and emotional needs
• Provide phone support to users, primarily via inbound calls, in both English and Spanish, addressing scheduling needs and logistical questions
• Assist in creating detailed Care Plans for users and complete user requests related to account closure, funeral pricing and planning, sourcing vendors, and other requests
• Demonstrate excellent written and verbal communication in both English and Spanish using the Empathy ‘voice’
• Utilize critical thinking and problem-solving abilities to resolve user challenges
• 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
• Identify gaps or opportunities for professional development and training
• Excel in organization, documentation, and time management to meet SLA requirements and follow escalation guidelines when needed
• Work collaboratively across functions, complete training, and engage in short-term projects as directed by management

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