Customer Outreach Associate, Empathy

• We’re looking for a compassionate, self-starting, organized, and collaborative Care Outreach Associate to be a member of our growing Care Team
• This fully remote position is ideal for individuals who thrive in an autonomous environment
• This is a high-volume, metrics-driven role that requires persistence, organization, and a warm, clear communication style
• You’ll need strong self-management skills, including the ability to take ownership of your call list and follow protocols with consistency and care
• At least 2 years of work experience, preferably within a customer-facing role
• A people person who easily connects with others, and who delights in helping solve problems and creating great user experiences
• A desire to work at at a high-growth early stage start up
• Someone self-motivated who takes a high level of ownership and accountability
• Strong verbal and written communication skills, and a high level of empathy when speaking with clients over the phone
• Ability to thrive in an ambiguous environment
• Mission-driven with a passion for helping families dealing with loss and other challenging life events

Desirable

• The Empathy Care Team is a cornerstone of our app and services, enhancing our capacity to assist families
• Your role will involve reaching out to eligible families via phone call to guide them through the onboarding process, describe our services, and serve as many families' first touchpoint with Empathy
• You will spend the majority of each workday making outbound phone calls to eligible families, guiding them through onboarding, and introducing them to our services
• You’ll be responsible for maintaining a steady pace throughout the day to complete outbound calls efficiently while meeting quality standards
• Staying organized, hitting daily and monthly performance goals, and communicating consistently with your team and leadership will be key to your success in this role
• Make a high volume of outbound phone calls each day to connect with eligible users and introduce them to Empathy’s services
• Serve as the first point of contact for families and build immediate trust through thoughtful, compassionate communication
• Use product knowledge and a user-centered approach to guide each user through their onboarding experience
• During designated shifts, answer inbound calls and respond to inquiries with care and accuracy
• Collaborate with teammates and share user feedback to continuously improve the user experience
• Meet daily and monthly call volume and quality-based performance goals
• Monday through Friday, starting between 9:00 and 10:00 AM ET, for 8.5 consecutive hours, including a 30-minute unpaid meal break and paid rest breaks

• Candidates will participate in a multi-stage interview process, including conversations with peers and leadership
• We value transparency, clarity, and thoughtfulness throughout the process