Care Manager

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 for 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 while handling sensitive User data.
Assist users in navigating logistical complexities after loss, including guidance through 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 needed and 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.
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 is relevant (preferred).
Experience with Google Suite, Slack, and Zendesk (preferred).

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 servicesproblem-solvingprocess flowstime managementdocumentationcritical thinkingcreating Care Plansresearch

empathypatiencecommunicationorganizationinterpersonal skillsteam playeradaptabilityindependent judgmentwarm-heartednessinvestment in User's journey