Care Manager – Family Support (Remote)

About the role

Empathy is seeking a compassionate Care Manager to join its growing Care Team. You will guide families through difficult moments, providing practical and emotional support via phone, live chat, and email while helping them navigate the platform’s tools and resources.

Key responsibilities

• Address users’ practical and emotional needs fluidly across phone, live chat, and email channels.
• Act as a product expert, connecting users to Empathy‑specific tools and resources.
• Document interactions and contribute to the knowledge base to improve processes.
• Meet service‑level‑agreement (SLA) requirements through effective time management and organization.
• Collaborate with cross‑functional teams and assist with ad‑hoc tasks as needed.
• Complete onboarding and ongoing training, providing feedback for continuous improvement.
• Relay user insights and identify gaps for product and service enhancements.

Required profile

• Compassionate, self‑starting, organized, and collaborative.
• Excellent written and verbal communication using Empathy’s brand voice.
• Ability to handle emotionally charged situations with empathy and professionalism.
• Strong documentation and time‑management skills to meet SLA targets.

Required skills

• Proficiency with phone, live chat, and email communication tools.

What we offer

• Consistent full‑time schedules with predictable shifts (ET‑based).
• Remote work flexibility – no need to reside in the Eastern Time zone.
• Supportive, purpose‑driven team culture focused on helping families.