Customer Outreach Associate

Description About Empathy: Empathy is transforming the way families navigate life’s most difficult times - from the loss of a loved one to other major life transitions. By combining technology with compassionate human care, we bring clarity, comfort, and peace of mind when it matters most.

We partner with leading employers, insurers, and financial institutions to deliver meaningful, human-centric support at scale. Today, Empathy supports over 45 million people across North America.

Backed by top-tier investors including General Catalyst, Index Ventures, Adams Street, Aleph and Entreé Capital. we’ve raised over $160 million to date, including a $72 million Series C, to expand our impact and scale our mission worldwide.

The Care Team The Empathy Care Team is a cornerstone of our app and services, enhancing our capacity to assist families. We’re looking for a compassionate, self-starting, organized, and collaborative Care Outreach Associate to be a member of our growing Care Team. 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.

About The Role This fully remote position is ideal for individuals who thrive in an autonomous environment. 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 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.

Hours 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.

IN THIS ROLE YOU WILL In This Role You Will

• 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

Requirements What we’re looking for Required

• 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

Preferred

• Experience in high-volume outbound dialer-based sales roles and/or customer service environments that require patience and persistence
• Knowledge of lead generation and a good grasp of how to positively influence prospects
• Experience using Slack, Zoom, Google suite, Zendesk, Aircall and other common software tools

Compensation

• Compensation: $21.50/hour plus a monthly bonus target of $1k for meeting call volume, quality, and performance goals. Bonus to be paid out quarterly .
• Exceptional performance: Bonuses are performance-based and tied to individual call volume, quality, and engagement metrics. Those who consistently exceed goals may earn above the $1,000 monthly bonus target.

Additional Perks And Benefits

• Company Equity in a high-growth start-up
• Annual Remote Work and Wellness Stipends
• Generous paid time off, including company holidays, vacation days, and paid leaves
• Paid Bereavement Leave
• Comprehensive health insurance coverage
• Retirement savings plan with employer matching

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

At Empathy, we believe that our workforce should reflect the range and variety of the families we serve. We are an equal opportunity employer, where all employment decisions are made without regard to age, sex, race, ethnicity, nationality or nation of origin, religion, ability, medical condition, marital status, pregnancy, gender identity or expression, sexual orientation, veteran status, or any other status protected by local, state, or federal law.