About this role

This is a founding role with the rare opportunity to build something from scratch that will genuinely change lives.

As Care Manager, you'll be the architect of Empathy's UK care operations. While most startups ask you to figure everything out alone, you'll have something better: a battle-tested playbook from five years of supporting families across North America, the backing of a well-funded company with $162M in funding, and the autonomy to shape how it works for UK families.

You'll wear two hats:

• Front-line Care: Provide direct, compassionate support to families navigating loss - being the voice and heart of Empathy for UK families at their most vulnerable moments.
• Founding Team Leader: Build, mentor, and lead a team of care specialists from day one. You'll establish the systems, culture, and best practices that will scale as Empathy grows across the UK.

This is the sweet spot: startup impact with scale-up support. You're not maintaining someone else's operation - you're creating the blueprint. Every process you build, every person you hire, every insight you surface will shape how thousands of UK families experience grief support for years to come.

In this role you will

Directly Support Families

• Provide empathetic, expert guidance to families by phone, chat, and email
• Navigate practical and emotional needs related to loss—from grief support to UK-specific probate, estate administration, and tax processes
• Help families make the most of Empathy's digital tools, personalising each experience to their unique circumstances
• Build trust at every touchpoint through warmth, professionalism, and genuine care

Team Leadership & Operations

• Recruit, train, and inspire a founding team of contract-based care specialists
• Build the operational foundations—creating processes and workflows that enable consistent, world-class care at scale
• Use data, feedback, and user insights to continuously enhance the service and product experience
• Collaborate cross-functionally to localise content, tools, and approaches for UK families and regulations
• Own continuity planning and growth strategy as the team expands

You're motivated by the chance to create something meaningful and lasting for families at their most vulnerable - and you have the rare combination of deep empathy and operational excellence to pull it off.

You're not looking for a role where everything is already figured out. You want to be the person who figures it out, who takes something proven and makes it even better for a new market. You're energised by supporting grieving families and you're obsessed with using feedback and data to make each interaction better than the last.

You bring:

• A deeply human, warm, and patient approach; you know how to comfort others through their darkest moments
• 2+ years' experience in customer-facing roles such as counselling, bereavement support, case management, probate administration, or family liaison
• Tech-savviness and enthusiasm for digital tools that can genuinely help families
• Excellent communication skills with strong organisational and problem-solving capabilities
• Confidence making independent decisions and shaping best practices in a fast-moving environment
• Experience hiring, training and leading small teams, ideally across full time and part time employment