Customer Outreach Associate, Empathy

• We’re looking for a compassionate, self-starting, organized, and collaborative bilingual (English/French) 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
• At least 2 years of work experience, preferably within a customer-facing role
• Professional fluency in both English and French, with the ability to switch languages seamlessly during calls and written communications
• 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
• Comfort working with translated materials and identifying when language, phrasing, or examples need adjustment for French-speaking users

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
• This role supports families in both English and French, adjusting communication styles and language to meet each user where they are
• 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
• 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
• You will also help ensure the quality and consistency of our French-language communications, including sharing feedback on translations and suggesting improvements where needed
• 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
• Make a high volume of outbound phone calls each day in both English and French 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 in both English and French
• 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
• Provide feedback on French-language call scripts, templates, and additional support materials, flagging any translation discrepancies and helping maintain a consistent, user-friendly tone

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