Care Specialist (Overnight Hours) - Empathy - San Francisco, California, United States

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 (Overnight 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 full-time, fixed overnight shift:

• Monday, Tuesday, Wednesday, Friday: 8:30 PM – 5:00 AM ET / 4:30 PM – 1:00 AM AKT / 2:30 PM – 11:00 PM HT


• Thursday: 9:30 PM – 6:00 AM ET / 5:30 PM – 2:00 AM AKT / 3:30 PM – 12:00 AM HT

*Each 8.5-hour shift includes a 30-minute unpaid meal break

You do not need to live in Eastern Time, but the schedule is fixed in ET. If you live in another time zone, your working hours will reflect the equivalent local time.

For example, if you’re in Pacific Time, your hours on Monday will be 5:30 PM to 2:00 AM PT.

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.

Please note: We are prioritizing people in PT, MT, HT, AKT time zones with Crisis Line Experience.

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.

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.