Job Description

Empathy is transforming the way families navigate life’s most difficult moments. Through a combination of technology and human support, we help families manage the emotional and practical challenges that follow a loss.

Our platform provides step-by-step guidance, tools, and dedicated human support so families can focus on what matters most. We partner with leading insurers, employers, and financial institutions to deliver meaningful support at scale.

Following our success in North America, we are now building our UK presence, and this role will be a key part of that journey.

In this role you will

This is a core, full-time Care Manager role within our growing UK team.

You will be fully dedicated to supporting users, acting as the primary point of contact for families navigating bereavement. This is a highly hands-on role focused on delivering exceptional care across multiple channels, including phone, chat, and email.

You will support users through both emotional and practical challenges, acting as their primary point of contact from first interaction through ongoing support. This includes handling inbound and scheduled calls, creating personalised Care Plans, guiding users through processes such as probate and benefits, and helping them navigate complex administrative and emotional situations with clarity and confidence.

In addition to direct care delivery, this role will also include user outreach and task-based support, ensuring a seamless experience across all touchpoints. This may involve conducting tailored research, drafting communications to institutions, following up on outstanding actions, responding to user requests via chat and email, and translating next steps into clear, structured guidance.

• Deliver compassionate, personalised care - Support users across calls, live chat, and email; conduct onboarding assessments; and provide ongoing, tailored support throughout each user's journey. Offer a calm empathetic presence, actively listening and responding sensibly, while guiding users through both emotional and practical challenges.
• Guide families through practical tasks - Help users navigate UK processes including probate, estate administration, death registration, benefits, and pensions, translating complexity into clear, actionable steps.
• Create meaningful outputs - Draft and edit obituaries, institutional communications, and care plans, always reflecting Empathy's tone: clear, human, and supportive.
• Manage support effectively - Respond across channels in a timely manner, maintain strong organisation to meet response time expectations, document interactions consistently, and handle all user data with discretion.
• Contribute to a high-trust team - Collaborate with UK leadership and the global Care Team, surface user insights to improve service quality, and help build a UK-specific knowledge base.

Requirements

• 2+ years’ experience in a customer-facing or support role, such as:
• Customer support / customer success
• Case management or care coordination
• Healthcare, social care, or community roles
• Exceptional communication skills (written and verbal)
• A highly empathetic, calm, and patient approach, especially in sensitive situations
• Strong problem-solving and research skills
• Ability to work independently and manage multiple priorities
• Comfortable working with digital tools and learning new systems quickly
• Preferred: Experience working with bereavement, vulnerable populations, or emotional support contexts
• Preferred: Familiarity with UK systems such as probate, benefits, or estate administration