<h3>Description</h3><h3>About <a href="https://himalayas.app/companies/empathy">Empathy</a></h3><p><a href="https://himalayas.app/companies/empathy">Empathy</a> is on a mission to help families through life’s most challenging moments. Our award-winning product, powered by tech and driven by purpose, provides peace of mind by guiding families through all the tedious and time-consuming tasks associated with loss. With a combination of tech and human support, we enable families to focus on what truly matters and support them through the emotions that follow.</p><p>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.</p><h3>About the Care Team</h3><p>The <a href="https://himalayas.app/companies/empathy">Empathy</a> 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 <strong>English and Spanish </strong>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.</p><p><strong>We’re currently hiring for the following full-time Care Manager shifts (all times listed in Eastern Time):</strong></p><ul><li><strong>Sunday - Thurs:</strong> 10 AM-6:30 PM ET (Days off: Friday and Saturday)</li><li><strong>Monday - Friday: </strong>11:00 AM – 7:30 PM ET <em>(Days off: Saturday and Sunday)</em></li><li><strong>Monday - Friday:</strong> 7:30 AM – 4:00 PM ET (Days off: Saturday and Sunday)</li></ul><p>You do not need to live in Eastern Time, but please note these are fixed schedules in ET. If you live in another time zone, your working hours will be adjusted to reflect the equivalent shifts in your time zone.</p><p>We strive to keep your schedule consistent once it is set. Our goal is to minimize disruptions and provide predictability for your work and personal planning. At the same time, schedules are subject to change based on business needs. If changes are necessary, we will communicate them as early as possible and work with you to make the transition smooth.</p><h3>In this role you will</h3><h3>Key Responsibilities:</h3><ul><li>Address all users' practical and emotional needs fluidly and expertly via phone, live chat, email, and other communication channels.</li><li>Act as a product expert who connects Users to <a href="https://himalayas.app/companies/empathy">Empathy</a> specific tools and resources.</li><li>Demonstrate excellent written and verbal communication, in both English and Spanish, using the <a href="https://himalayas.app/companies/empathy">Empathy</a> ‘voice.’ </li><li>Excel in organization, documentation, and time ma