Bilingual Care Manager: English & Spanish, Remote

Empathy; Northern (KY); Hybrid; USD 33,000 - 36,000; Full time

Benefits offered by this job

Company Equity in a high-growth start‑

Remote Work and Wellness Stipends

Holiday pay premium

Paid Bereavement Leave

Health insurance

Generous paid time off

401(k) with employer matching

Job summary

Empathy is seeking a bilingual Care Manager to guide families through their journey in English and Spanish. This full-time, remote USA position involves empathetic support across phone, chat, and email, documenting processes for knowledge base evolution, and delivering exceptional user experiences.

You will handle onboarding, ongoing training, and collaborate across teams to improve service. The role centers on after-loss support, probate and tax guidance, with potential expansion into related

Qualifications

• Fluency in Spanish and English is required.
• Warm-hearted, empathetic and patient demeanor.
• Must be a resident of and legally authorized to work in the United States.
• 2 years of professional experience in a customer-facing role or related fields.
• Proficient in navigating new technology and platforms.

Responsibilities

• Address users' practical and emotional needs via phone, live chat, email, and other channels.
• Act as a product expert connecting users to Empathy tools and resources.
• Communicate clearly in English and Spanish using the Empathy voice.
• Maintain organization, documentation, and time management to meet SLA requirements.
• Collaborate across functions and assist with tasks when needed.
• Provide an exceptional user experience with empathy and care.
• Complete onboarding and training and provide feedback to improve knowledge sharing.
• Surface gaps or opportunities for training to benefit the team.
• Share user insights to support product development.

Skills

Bilingual English-Spanish

Empathy & compassion

Communication

Customer service

Documentation

Time management

Tools

Zendesk

Google Suite

Slack

Job description

Empathy is seeking a bilingual Care Manager to guide families through their journey in English and Spanish. This full-time, remote USA position involves empathetic support across phone, chat, and email, documenting processes for knowledge base evolution, and delivering exceptional user experiences.

You will handle onboarding, ongoing training, and collaborate across teams to improve service. The role centers on after-loss support, probate and tax guidance, with potential expansion into related