Care Companion I (Overnight Shift)

The Role: 

We are looking for a compassionate and dedicated Care Companion to join our service center team. At Carrot, we firmly believe in providing accessible, inclusive, and high-quality fertility and family-forming care to all individuals. As a Care Companion, you will have the unique opportunity to guide our members through their family-forming journeys, starting from their initial interaction with Carrot. This role is primarily phone and email support, and you will be an integral part of the team. You will also have the opportunity to work with members via video chat, and other communication avenues.

In this position, your main responsibility will be to provide outstanding customer service using your excellent communication and empathy skills. You will effectively address their questions and concerns, ensuring they receive the guidance they need. You will play a crucial role in shaping our members' experience, helping them navigate and achieve their family-forming goals.

By joining our service center team as a Care Companion, you will contribute to Carrot's mission of inclusivity and accessibility in fertility and family-forming services, making a meaningful impact on the lives of individuals and couples.

If you are located in Des Moines, IA, this will be an in-office position. 

Training will take place over the first 6-8 weeks, from 8:00 am to 5:00 pm CST. The following regular schedules are available:  

• 7:00PM - 6:00AM CST Friday, Saturday, Sunday, Monday

The Team: 

The Care Companion team is composed of compassionate individuals with experience in the healthcare industry who have completed foundational training in reproductive health in addition to ongoing learning in the topics of adoption, fertility treatment, fertility preservation, donor assisted reproduction, gestational carrier arrangements, LGBTQ+ care and more. The Care Companion team supports all legal paths to parenthood and works with members living in the US and 50+ countries (and growing) around the world.

Our Care Companions are member-facing and truly represent Carrot, guiding our members on how to utilize their Carrot benefit most effectively.

Minimum Qualifications: 

• 1-3 years of experience working in a direct customer service, healthcare, or client-facing role.
• Superior communication skills, both written and verbal
• Ability to empathetically support a diverse member population through all paths to parenthood
• Bachelor's Degree

Preferred Qualifications:

• Previous call center experience and understanding of call center KPIs
• Experience working at a fast-growing tech company or digital health company
• Experience with Zendesk or similar CRM platforms
• Past experience in the family-forming space: fertility care, adoption, donor assisted reproduction,and/ or gestational carrier arrangements
• Bilingual 

Compensation: 

Carrot offers a holistic Total Rewards package designed to support our employees in all aspects of their life inside and outside of work, including health and wellness benefits, retirement savings plans, short- and long-term incentives, parental leave, family-forming assistance, and a competitive compensation package. The starting base salary for this position is $28 per hour. Actual compensation may vary from posted base salary depending on your confirmed job-related skills and experience.