Empathy
What's the Company Culture Like at Empathy?
Frequently Asked Questions
The culture at Empathy is mission-driven, people-first and deeply connected to the human impact of the work. The company is built around helping families through life's hardest moments from bereavement, disability leave, caregiving, estate management and legacy planning, and that purpose shows up in how teams operate: with compassion, low ego, clear priorities and a strong focus on real-world outcomes. Employees are encouraged to take ownership, collaborate across functions and contribute ideas in an environment that values transparency, communication and recognition.
Empathy also blends flexibility with meaningful in-person connection. The team works in a defined hybrid model with regular office days, async-friendly practices and clear expectations across time zones, which creates structure without losing adaptability. Career growth is part of the culture as well, with structured onboarding, clear role expectations, internal mobility, formal development tracks and promotion practices tied to impact. Together, those elements create a workplace that is thoughtful, collaborative and grounded in both performance and care.
At Empathy, we collaborate in a highly cross-functional way, with shared ownership around supporting clients and the families they serve during life’s most challenging moments. That collaboration extends across client organizations too: teams build relationships with product and sales leaders at financial institutions and with HR leaders and leave specialists on the employer side, then work together to solve real operational challenges.
Empathy supports that collaboration with a hybrid model built for both in-person connection and flexible execution. The team works onsite for 2 set days of the week, with flexibility to choose a third onsite day that works best for your individual life balance, and the company pairs that with async-friendly practices and defined expectations for communication across time zones. Our New York and Tel Aviv offices are designed to encourage communication and collaboration, with open floor plans, quiet areas and collaboration zones. Teams also come together through in-person all-hands meetings and revenue kickoff gatherings, while day-to-day knowledge sharing happens across the organization through Slack channels where employees exchange ideas on product enhancements, AI tools and practical problem-solving.
The way our teams work together reflects Empathy’s operating principles. We emphasize compassion with efficiency, radical attention to detail, proactive ownership and comfort with ambiguity as it builds new categories of support. Collaboration is treated as a team sport: employees are encouraged to take action, assume responsibility and raise the bar together rather than operate in silos. Clear goals through an OKR model, encouragement of autonomy and ownership, and support for cross-functional knowledge sharing create an environment where ideas are heard and professional growth is part of the collaborative process. Empathy is close-knit, mission-driven and structured to turn different functions into one coordinated effort.
Empathy Employee Perspectives
What’s it like to work on the customer success or customer experience team at your company?
Working on client success at Empathy, we have a meaningful impact on our clients and the families who rely on them during life's most difficult moments. We build deep relationships across our clients' organizations, learning how they operate and where we can drive impact. At financial institutions, that means partnering with product and sales leaders; on the employer side, it means working directly with HR leaders and leave specialists. We dig into their most pressing challenges and find ways to solve them together. No two days look alike, but each one brings a chance to work with great teammates and create real impact for families.
How does your team collaborate with sales, product, support or technical teams to help customers succeed?
Empathy has a collaborative, high-impact, cross-functional culture. Customer success managers work directly with product managers, marketing leaders and business analysts to make sure we deeply understand our clients' needs and meet them where they are. Whether we're launching a new product, running a marketing campaign, or responding to client questions, the team pulls together to keep clients successful. We also have Slack channels for sharing ideas across the org — product enhancements, AI tools and (of course!) recommendations for anyone visiting our NYC office.
What should candidates know about the culture or values that shape customer-facing work on your team?
We partner closely with clients to understand their challenges and think outside the box to support them — integrating into their systems, communications and offerings so our work feels cohesive. We're a genuinely customer-centric team that enjoys getting to know our clients. We represent their voice internally: sharing wins, working through challenges and pushing to the next level. One of our customer success values is "Raise the bar together." While customer success managers own their accounts, we share learnings across the team to elevate both our clients and each other. Ultimately, we're all working toward the same goal: an excellent experience for our customers and the families they support.
Empathy's Benefits
Company or teams have recognition rituals for individual work
Encourages autonomy and ownership from employees
Managers give public shoutouts and celebrate employee milestones
Provides modern technology across teams
Provides resources to build team camaraderie
Offers company-sponsored happy hours
Offers wellness programs
Defined values and mission statements
Our Core Principles: Demonstrate compassion with efficiency Obsess over the details to perfection Take action, assume responsibility Get comfortable being uncomfortable
Hosts in-person all-hands meetings
Hosts in-person revenue kickoff meetings
Leadership is transparent and communicative
Open office floor plan to encourage communication and collaboration
Policies promote a low-ego, team-driven culture
Prioritizes mission-driven work in decision-making processes
Prioritizes real-world impact of work in decision-making processes
Promotes a people-first, social culture
Promotes a strong in-person office culture
Uses an OKR operational model to clearly define goals and priorities
Async-friendly policies, culture that encourage work flexibility
Established expectations for communication between time zones
In-office days / expectations are defined
Our in-office days are Tuesdays and Thursday with a floating 3rd day for employees to choose depending on their personal preference.
Utilizes a flexible work schedule
Utilizes a hybrid work model
We have beautiful offices located in Tel Aviv, NYC and London where our teams work onsite 3 days per week.
