Leave Support Operations Specialist

Empathy

full-time

Posted on: 8/19/2025

Origin: • 🇺🇸 United States

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💰 $60,000 - $70,000 per year

Mid-LevelSenior

About the role

Launch and scale Empathy Leave Support chat-based disability care. Build processes and coach frontline staff.
Build and maintain internal knowledge bases, workflows, and support templates.
Evaluate and adapt content and internal documentation to meet users' needs.
Create onboarding and training materials to support Care Specialists.
Define tone, escalation protocols, and best practices for chat-based support with Care Experience leadership.
Gather user and Care Team insights to inform product feedback loops and process updates.
Synthesize operational challenges and identify opportunities for improvement.
Support cross-training for Care Specialists across Leave Support, Loss, and future products.
Handle escalated chats, research requests, and VIP handoffs; provide guidance and coaching to frontline team.
Step in to chat during high-volume periods to ensure seamless support.

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.
Experience designing or delivering training content
Familiarity with chat-based support
Experience using platforms like Slack, Zendesk, Notion, and Google Suite