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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing empathetic user support and creating personalized Care Plans while effectively managing multiple tasks and projects. Proficient in both English and Spanish, with strong problem-solving abilities and experience in customer-facing roles.
Highest-signal resume keywords
Empathetic User SupportBilingual Communication (Spanish and English)Customer-Facing ExperienceProblem-Solving AbilitiesExperience with Google Suite
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer SupportCounselingProcess Flow CommunicationCritical ThinkingProblem-Solving
Soft Skills
EmpathyPatienceOrganizational SkillsInterpersonal SkillsAdaptability
Tools & Technologies
Google SuiteSlackZendesk
Industry Keywords
Grief CounselingDisability ServicesManaged CareConcierge ServicesSocial Work
About the role
Key responsibilities & impact- Address users’ practical and emotional needs via phone, live chat, email, and other communication channels
- Act as a product expert connecting users to Empathy tools and resources
- Provide exceptional user experiences focused on empathy, compassion, and investment in the user journey
- Complete onboarding and ongoing training and provide feedback to improve information sharing
- Surface professional development training gaps and opportunities
- Relay user insights and identify knowledge gaps to support product development
- Share reliable resources with service providers and state/government agencies
- Escalate issues according to guidelines while handling sensitive user data carefully
- Assist users with logistical complexities, including probate and tax implications after loss
- Support families with challenges beyond loss, including disability, as Empathy expands
- Use critical thinking and problem-solving to resolve user challenges
- Create personalized Care Plans for Managed Care Users
- Take on short-term projects defined by team leadership
Requirements
What you’ll need- Warm-hearted, empathetic, and patient team member
- Fluency in Spanish and English required
- Must be a resident of and legally authorized to work in the United States
- 2 years of professional experience in customer-facing, counseling, support, concierge services, or related fields, including internships
- Proficient in navigating new technology, tools, and platforms
- Strong ability to adapt to evolving digital environments
- Experience 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 related fields preferred
- Experience with Google Suite, Slack, and Zendesk preferred
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