Care Manager 1, Bilingual - English & French

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 45 million people across North America.

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

The Empathy Care Team is a cornerstone of our app and services, enhancing our capacity to assist families. We’re looking for a compassionate, self-starting, organized, and collaborative Care Manager to be a member of our growing Care Team. Your role will involve guiding families in both English and French through their journey, documenting processes to evolve our knowledge base, and focusing on providing exceptional support to users via our omnichannel support model that includes phone, chat, and email support.

Key Responsibilities:

• 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, in both English and French , 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 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.
• 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 loss, including guidance through the probate process and understanding 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.

REQUIREMENTS

What we're looking for

• Warm-hearted, empathetic, and patient team members.
• Fluency in French and English is required.
• Must be a resident of and legally authorized to work in the United States.
• Strong love for learning and conducting research in an unfamiliar field.
• 2 years of professional 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 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:

• Familiarity with the Québécois dialect.
• Some familiarity with the logistical aspects of navigating loss in Canada.
• Ability to work on weekends and evenings.
• Previous experience in social work, grief counseling, education, allied health or other related fields.
• Experience with Google Suite, Slack, and Zendesk.

Compensation:

The starting Salary Range for this role is: $24 - $26 / hour. Our 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 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

Application Process

Candidates will participate in a multi-stage interview process, including conversations with peers and leadership. We value transparency, clarity, and thoughtfulness throughout the process.

Empathy is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive workplace for all employees.