Senior Director // Care Team



Sales & Business Development
Remote · United States
Posted on Tuesday, May 16, 2023

About Empathy

Empathy is on a mission to help families with everything they face after the loss of a loved one. Powered by tech and driven by purpose, we provide peace of mind by guiding families through all the tedious and time-consuming tasks that follow a loss. We partner with employers and life insurance companies, offering their employees and/or clients meaningful support when they need it most. We work steadfastly to update and innovate our offerings to make sure families are always receiving the highest level of support. It’s unique and rewarding work that offers many interesting challenges along the way.

Our flagship product is a digital loss companion that accompanies families through every aspect of a loved one’s death, from funeral planning and estate settling to dealing with grief, mortality, and family. Partnering with families to bring empathy and transparency to every aspect of this difficult time in their lives, we’re on a mission to change the way the world copes with loss.

About the Role

A key element of our product and service is the Empathy Care Team, which extends our ability to assist families with the various steps of dealing with a loved one’s passing. We are looking for a compassionate and driven individual who will leverage their business acumen, to lead our ever-growing Care Team.

This individual will represent the Care Team when working cross-functionally to drive business goals and ensure the best support for our end users. As a leadership role, we expect this person to serve as a mentor for the team.

In this role, you will drive the business and serve as a bridge between Company Leadership and the Care Team:

Business goals:

  • Ensure scalability of the team in conjunction with business goals, while maintaining high user satisfaction rates

  • Translate business goals into actionable items for the Care Team to drive customer loyalty and increase customer satisfaction

  • Build and implement process flows, using strong communication and interpersonal skills to communicate across all levels and functions of the company

  • Act as a representative of the Care Team to prospective partners, demonstrating executive presence in business development conversations

  • Share field insights, answer inquiries, and help facilitate new launches in collaboration with the Product team to better support users and drive Care Team efficiency (back-office)

Service goals:

  • Lead all aspects of the Care Team organization including user-facing support interactions, care management, training and development, process optimization, operations, outreach and more

  • Lead all aspects of the Care Team organization including user-facing support interactions, care management, training and development, process optimization, operations, outreach and more

  • Advocate and serve as a mentor for the Care Team to ensure the growing team’s needs are being met, having led by example in other organizations and experiences

  • Leverage high EQ when collaborating with Empathy’s legal, grief, and content experts to define and scope how we can help families

  • Use analytical skills to evaluate and assess the needs of families and the performance of the team while building trust and transparency


  • 8+ years of experience in managing and mentoring customer-facing teams at a technology company within Customer Support or Customer Success

  • Excellent communication, organizational, and interpersonal skills

  • Strong love of learning and conducting research in an unfamiliar field

  • Ability to thrive in an ambiguous environment, with ever-changing priorities (“start-up mentality”)

  • Demonstrated problem-solving abilities involving challenging deadlines and priorities

  • Ability to organize multiple tasks and projects and maintain control of the workflow

Preferred Qualifications

  • Previous experience and/or certifications in social work, grief counseling, or other related fields

  • Has worked at a tech company where the Care Team is a part of the core value proposition in conjunction with a digital product