护理专员（兼职-周末白班）
Care Specialist (Part Time- Weekend Day Shift)
描述
关于Empathy
Empathy正在改变家庭应对生命中最困难时刻的方式——从失去亲人到其他重大生活转变。通过将技术与充满同理心的人类关怀相结合，我们在最需要的时候带来清晰、安慰和安心。
我们与领先的雇主、保险公司和金融机构合作，以大规模提供有意义的、以人为本的支持。目前，Empathy在美国、加拿大和英国支持超过5000万人。
由顶级投资者投资，包括General Catalyst、Index Ventures、Adams Street、Aleph和Entreé Capital。截至目前，我们已筹集超过1.6亿美元，包括7200万美元的C轮融资，以扩大我们的影响力并在全球范围内扩展我们的使命。
关于团队：
这项使命的核心是我们的护理团队——一群具有社会工作、悲伤支持、危机响应和客户服务背景的专业人士。他们通过电话、聊天和电子邮件提供富有同理心、专业的指导，始终在情感敏感性和运营卓越之间取得平衡。
职位概述：
护理专员（周末白班）职位是我们的24/7运营的关键，为经历失去亲人、短期残疾休假和其他挑战性生活事件的家庭提供实时聊天和电话支持。在夜间独立工作期间，您将通过回应实时聊天、处理来电以及完成各种基于任务的支持请求，提供一流的护理服务。这包括详细的研究，以找到符合每个用户需求的资源、供应商或服务提供商。
我们寻找一位自我驱动、熟悉技术，并能在夜间工作时以关怀和一致性进行工作的人员。
随着我们业务的持续增长和演变，与此职位相关的职责也将随之变化。适应能力和成长意愿对于我们的团队和我们所支持的家庭来说都是必不可少的。
工作时间：
这是一个兼职、固定日班：
- 周六：美国东部时间上午8:00 – 下午5:00
- 周日：美国东部时间上午9:00 – 下午6:00
*每次9小时的工作时间包含60分钟的无薪用餐时间
请注意，虽然我们力求保持这些时间的一致性，但可能会根据业务发展的需要而有所调整。我们会提前充分通知任何必要的调整，并努力使这些变化尽可能少且易于管理。
在这个职位中，您将
在这个职位中，您将：
支持用户
- 提供专业、富有同理心的聊天支持
查看英文原文
Description
About Empathy
Empathy is transforming the way families navigate life’s most difficult times - from the loss of a loved one to other major life transitions. By combining technology with compassionate human care, we bring clarity, comfort, and peace of mind when it matters most.
We partner with leading employers, insurers, and financial institutions to deliver meaningful, human-centric support at scale. Today, Empathy supports over 50 million people across the US, Canada, and the UK.
Backed by top-tier investors including General Catalyst, Index Ventures, Adams Street, Aleph and Entreé Capital. We've raised over $160 million to date, including a $72 million Series C, to expand our impact and scale our mission worldwide.
About the Team:
At the heart of this mission is our Care Team - a group of dedicated professionals with backgrounds in social work, grief support, crisis response, and customer care. They provide compassionate, expert guidance via phone, chat, and email, always balancing emotional sensitivity with operational excellence.
Role Overview:
The Care Specialist (Weekend Day Shift) role is integral to our 24/7 operations, providing live chat and phone support to families navigating loss, short-term disability leave, and other challenging life events. Working independently during overnight hours, you’ll offer first-in-class care by responding to live chats, handling inbound phone calls, and completing a variety of task-based support requests. This includes detailed research to locate resources, vendors, or service providers tailored to each user’s needs.
We’re looking for someone who is self-motivated, tech-comfortable, and able to work with care and consistency during overnight hours.
As our business continues to grow and evolve, so too will the responsibilities associated with this role. Adaptability and willingness to grow are essential, both for our team and the families we support.
Working Hours:
This is a part-time, fixed day shift:
- Saturday: 8:00 AM – 5:00 PM ET
- Sunday: 9:00 AM – 6:00 PM ET
*Each 9-hour shift includes a 60-minute unpaid meal break
Please note that while we aim to maintain consistency in these hours, they may be subject to change based on the evolving needs of our business. We ensure that any necessary adjustments are communicated well in advance and strive to make such changes as minimal and manageable as possible.
In this role you will
In this role, you will:
Support Users
- Provide expert, empathetic chat support to users, addressing both practical and emotional needs.
- Provide phone support to users, primarily via inbound calls, addressing scheduling needs, helping users to understand Empathy’s offerings, and answering logistical questions on accessing our support.
- Assist in creating detailed Care Plans for users.
- Complete user requests related to closing accounts, funeral pricing and planning, sourcing vendors or professionals, and other various request types.
- Demonstrate excellent written and verbal communication, using the Empathy ‘voice’.
- Utilize critical thinking and problem-solving abilities to resolve user challenges.
Demonstrate Exceptional Resource Navigation & Product Expertise
- Conduct comprehensive research to identify and provide access to essential resources for our users.
- Assist in the maintenance of the Care Team knowledge base and resources related to your role.
- Act as a product expert who connects users to Empathy-specific tools and resources.
- Identify any gaps or opportunities for professional development training that can enhance both personal and team capabilities in providing an exceptional user experience.
- Relay user insights and identify knowledge gaps to support product development.
Work With Precision and Independence
- Excel in organization, documentation, and time management to meet SLA requirements.
- Work as a team player across different functions and quickly adapt to assist with tasks as needed, reflecting the dynamic nature of our operations.
- Complete all training in a timely manner and provide feedback on training to ensure the team is continually improving the way information is shared.
- Follow guidelines to escalate issues to the appropriate team member and operate with caution and care while working with sensitive user data.
- Engage in short-term projects that may vary based on the evolving needs of our business, as directed by management.
Requirements
What we're looking for
Required:
- Warm-hearted, empathetic, and patient team members.
- Excellent verbal and written communication skills.
- Experience in a customer-facing role/counseling/support/concierge services or related fields (including internships).
- Ability to quickly adopt and navigate new technology, tools, and platforms with a strong ability to adapt to evolving digital environments.
- Comfort working within defined procedures and translating complex steps into clear guidance.
- Excellent communication, organizational, and interpersonal skills.
- Strong love of learning and conducting research in unfamiliar fields.
- Demonstrated problem-solving abilities involving challenging deadlines and priorities.
- Ability to work consistently and independently during overnight hours, with strong time management and focus throughout the shift.
- 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 Experience:
- Experience or training in warm line support, education, public health, grief counseling, disability services, resource navigation, or related fields, offering a stepping stone into our specific service areas.
- Familiarity with Google Suite, Slack, Zendesk, or similar platforms.
Application Process
Interested candidates should submit a resume and a cover letter detailing their qualifications and interest in the role. Shortlisted candidates will undergo a multi-stage interview process, including discussions with senior leadership and potential peers.
Compensation
The starting salary range for this role is $20-$23 per hour. Salary is determined by multiple factors, including but not limited to relevant experience, knowledge, skills, locations, and other job-related qualifications.
Additional perks and benefits:
- Company equity in a high-growth start-up
- Annual remote work stipend
- Annual wellness stipend
- 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
Empathy is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive workplace for all employees.
Originally posted on Himalayas