About Empathy

Empathy is on a mission to help families with everything they face after the loss of a loved one. With an award-winning product, powered by tech and driven by purpose, we provide peace of mind by guiding families through all the tedious and time-consuming tasks that follow a loss, automating many of the processes so that they can focus on what truly matters.

Our team is passionate, empathetic, and dedicated to providing world-class solutions to families in need. We work collaboratively to identify pain points and design elegant solutions that empower and support our users.

• Provide expert, empathetic chat support to users, addressing both practical and emotional needs.
• 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.
• 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.
• Follow guidelines to escalate issues to the appropriate team member and operate with caution and care while working with sensitive User data.
• Utilize critical thinking and problem-solving abilities to resolve User challenges.
• Take on short-term projects as needed and defined by the Manager.

What we're looking for

• Warm-hearted, empathetic, and patient team members
• Experience in a customer-facing role/counseling/support/concierge services or related fields (including internships)
• Proficient in navigating new technology, tools, and platforms with a strong ability to adapt to evolving digital environments
• Experience in following and communicating step-by-step process flows
• Excellent communication, organizational, and interpersonal skills
• Strong love for learning and conducting research in an unfamiliar field
• Demonstrated problem-solving abilities involving challenging deadlines and priorities
• Ability to organize multiple tasks and projects and maintain control of workflow
• Ability to analyze situations and make independent professional judgments without close supervision
• Preferred: Background in social work, grief counseling, education, public health, or related fields.
• Familiarity with Google Suite, Slack, and Zendesk is a plus.
• Independent, thrive in a remote environment without close supervision.
• Native or proficient in English.