Customer Outreach Associate | Canadian - French Speaking

About Empathy:

Empathy is on a mission to help families through life’s most challenging moments. Our award-winning product, powered by tech and driven by purpose, provides peace of mind by guiding families through all the tedious and time-consuming tasks associated with loss. With a combination of tech and human support, we enable families to focus on what truly matters and support them through the emotions that follow.

Our team is passionate, empathetic, and dedicated to providing world-class solutions to families in need. We work collaboratively to identify pain points and design elegant solutions that empower and support our users.

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 bilingual (English/French) 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 role supports families in both English and French, adjusting communication styles and language to meet each user where they are.

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.

You will also help ensure the quality and consistency of our French-language communications, including sharing feedback on translations and suggesting improvements where needed.

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.

• Make a high volume of outbound phone calls each day in both English and French 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 in both English and French
• 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
• Provide feedback on French-language call scripts, templates, and additional support materials, flagging any translation discrepancies and helping maintain a consistent, user-friendly tone.

REQUIREMENTS

Required:

• At least 2 years of work experience, preferably within a customer-facing role
• Professional fluency in both English and French, with the ability to switch languages seamlessly during calls and written communications
• 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
• Comfort working with translated materials and identifying when language, phrasing, or examples need adjustment for French-speaking users.

Preferred

• Experience in high-volume outbound dialer-based sales roles and/or customer service environments that require patience and persistence
• Familiarity with Canadian French dialects and comfort adapting language accordingly
• Experience working in bilingual or multilingual customer support or outreach environments
• 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: $22.50/hour plus a monthly bonus target of $1k for meeting call volume, quality, and performance goals. Bonus to be paid out quarterly.
• This includes a $1.00 per hour bilingual premium for candidates who pass a language proficiency exam demonstrating Advanced Mid proficiency in both written and spoken French.
• 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.