Care Manager 1, Bilingual – English/Spanish

Job Description: • 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 Spanish, 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 life’s most challenging moments. • 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. Requirements: • Warm-hearted, empathetic, and patient team members. • Fluency in Spanish 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. • Ability to work on weekends and evenings. 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