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About the role
Key responsibilities & impact- Address all users' practical and emotional needs fluidly and expertly via phone, live chat, email, and other communication channels.
- Act as a product expert who connects Users to Empathy specific tools and resources.
- Demonstrate excellent written and verbal communication using the Empathy ‘voice.’
- Excel in organization, documentation, and time management to meet SLA requirements.
- Work as a team player across different functions and quickly assist with tasks when asked.
- Provide an exceptional User experience with a focus on empathy, compassion, and investment in the User’s journey.
- Complete all onboarding and ongoing training in a timely manner and provide feedback on training to ensure the team is continually improving the way information is shared.
- Surfacing any gaps or opportunities for professional development training that can benefit you or the larger team in providing an exceptional user experience.
- Relay User insights and identify knowledge gaps to support product development.
- Share reliable resources with service providers and state/government agencies.
- Follow guidelines to escalate issues to the appropriate team member and operate with caution and care while working with sensitive User data.
- Assist users in navigating the logistical complexities of life’s most challenging moments.
- Utilize critical thinking and problem-solving abilities to resolve User challenges.
- Create personalized Care Plans for Managed Care Users.
- Take on short-term projects as needed and defined by team leadership.
Requirements
What you’ll need- Warm-hearted, empathetic, and patient team members.
- Must be a resident of and legally authorized to work in the United States.
- Strong love for learning and conducting research in an unfamiliar field.
- 2 years of professional experience in a customer-facing role / counseling / support / concierge services or related fields (including internships).
- Relevant roles may include Customer Care Coordinator, Health Care, Community, Coaching, Case Manager, or Counseling.
- Proficient in navigating new technology, tools, and platforms with a strong ability to adapt to evolving digital environments.
- Experience in creating and communicating step-by-step process flows.
- Excellent communication, organizational, and interpersonal skills.
- Demonstrated problem-solving abilities involving challenging deadlines and priorities.
- Ability to organize multiple tasks and projects while efficiently managing workflows.
- Ability to analyze situations and make independent professional judgments without close supervision.
Benefits
Comp & perks- Company Equity in a high-growth start-up
- Annual Remote Work and Wellness Stipends
- Enhanced compensation rate for work during company-observed holidays
- 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
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer supportcounselingcase managementprocess flowscare plansproblem-solvingtime managementdocumentationuser experience
Soft Skills
empathycommunicationorganizationinterpersonal skillscritical thinkingpatienceteam playeradaptabilityresearchindependent judgment