Empathy · 3 months ago
Care Manager 1, Bilingual - English & French
United States
Full-time
Remote
Entry, Mid Level
$24/hr - $26/hr
2+ years expEmpathy is on a mission to help families through life’s most challenging moments. They are seeking a compassionate Care Manager who will guide families in both English and French, providing exceptional support through various communication channels while documenting processes to enhance their knowledge base.
AppsHealth CareInformation TechnologySoftware
No H1B
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
Qualification
Required
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
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
Company
Empathy
Empathy is a support system mobile application that guides and supports families along the journey of loss.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$162MKey Investors
Adams Street PartnersIndex VenturesEntrée Capital
2025-05-29Series C· $72M
2024-03-12Series B· $47M
2021-09-30Series A· $30M
Leadership Team
Ron Gura
Co-Founder & CEO
Yonatan Bergman
Co-Founder and CTO
Recent News
Index Ventures
2025-12-10
Company data provided by crunchbase