Care Specialist (Overnight Shift) | Customer Support & Resource Navigation

About the Role

Empathy is seeking a Care Specialist for our fixed overnight shift to support families during difficult life events. In this role, you’ll provide live chat and phone assistance while working independently overnight, helping users through loss, short-term disability leave, and other time-sensitive situations.

Responsibilities

• Respond to live chat inquiries with empathetic, expert support for both practical and emotional needs
• Handle inbound phone calls related to scheduling, understanding Empathy’s offerings, and accessing support
• Help create detailed Care Plans and complete user requests such as account closures and funeral pricing/planning
• Research and recommend appropriate resources, vendors, and service providers tailored to each user
• Maintain clear, professional written and verbal communication using the Empathy “voice”
• Organize and document work to meet service level expectations (SLA), escalating issues when needed
• Complete role training on time and share feedback to continuously improve knowledge and processes

Requirements

• Warm, patient, and empathetic communication style
• Strong verbal and written communication skills
• Customer-facing experience or related background (support, counseling, concierge services, or similar), including internships
• Comfort learning and using new digital tools and platforms in a fast-changing environment
• Ability to follow defined procedures while translating complex steps into clear guidance
• Strong organization, time management, and ability to work consistently and independently overnight
• Demonstrated research skills and problem-solving under deadlines
• Preferred: experience or training in warm line support, grief counseling, disability services, public health, education, or resource navigation
• Preferred: familiarity with Google Suite, Slack, Zendesk, or similar platforms

Schedule & Compensation

• Full-time fixed overnight shift (ET): Monday, Tuesday, Wednesday, Friday 8:30 PM–5:00 AM ET; Thursday 9:30 PM–6:00 AM ET
• Each 8.5-hour shift includes a 30-minute unpaid meal break
• Starting pay: $20–$23 per hour (salary varies based on experience and location)

Benefits

• Company equity
• Annual remote work stipend and annual wellness stipend
• Paid bereavement leave
• Comprehensive health insurance coverage
• Generous paid time off, including company holidays
• 401(k)-style retirement savings plan with employer matching