Care Manager I

Empathy

full-time

Posted on: 9/30/2025

Location Type: Remote

Location: Remote • 🇺🇸 United States

✨ AI Apply

💰 $23 - $25 per hour

JuniorMid-Level

About the role

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
Surface gaps or opportunities for professional development training to benefit the team
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, including support after loss (probate and tax implications)
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 defined by team leadership

Warm-hearted, empathetic, and patient team members
Must be a resident of and legally authorized to work in the United States
2 years of professional experience in a customer-facing role / counseling / support / concierge services or related fields (including internships)
Strong love for learning and conducting research in an unfamiliar field
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
Preferred: Ability to work on weekends and evenings
Preferred: Previous experience in social work, grief counseling, disability services, education, allied health or other related fields
Preferred: Education in fields such as Psychology, Social Work, or Education
Preferred: Experience with Google Suite, Slack, and Zendesk

Benefits

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

Tip: use these terms in your resume and cover letter to boost ATS matches.

customer supportcounselingconcierge servicesprocess flowsproblem-solvingtime managementdocumentationcritical thinkingcreating Care Plansresearch

empathycommunicationorganizationinterpersonal skillsteam playerpatienceadaptabilityindependent judgmentwarm-heartednessinvestment in User's journey