Bilingual Care Specialist - English/Spanish - Remote

Overview

The Bilingual Care Specialist role is integral to Empathy's operations, providing live chat and phone support to families in both English and Spanish, addressing both practical and emotional needs.

In Short

• Provide expert chat and phone support to users in English and Spanish.
• Assist in creating detailed Care Plans for users.
• Demonstrate excellent communication skills using the Empathy ‘voice’.
• Conduct research to identify essential resources for users.
• Maintain the Care Team knowledge base and resources.
• Excel in organization and time management to meet SLA requirements.
• Work collaboratively across different functions.
• Engage in short-term projects as needed.
• Adapt to evolving business needs and responsibilities.
• Provide feedback on training to improve team performance.

Requirements

• Fluency in both Spanish and English.
• Experience in customer-facing roles or related fields.
• Ability to quickly adapt to new technology and tools.
• Excellent communication and organizational skills.
• Strong problem-solving abilities and judgment.
• Ability to manage multiple tasks and projects.
• Love of learning and conducting research.
• Experience in warm line support or related fields is preferred.
• Familiarity with Google Suite and Zendesk is a plus.

Benefits

• Company equity in a high-growth start-up.
• Annual remote work stipend.
• Paid bereavement leave.
• Comprehensive health insurance coverage.
• Generous paid time off and holidays.
• Retirement savings plan with employer matching.