Care Companion I

Carrot
United States
Workplace: OnsiteFull timeUSD 28+ hourlyFunction: Customer Support (Service Desk)Experience: 1-3 yearsEducation: bachelorsSkills: ["Empathetic communication","Customer empathy","Accuracy","Urgency","Problem escalation"]

Serve as a primary point of contact for Carrot members, guiding them through fertility and family-forming journeys from the first interaction. Provide empathetic phone and email support, explain benefit eligibility and next steps, document interactions in Zendesk, and escalate clinical or sensitive cases to the right resources. Partner with the Care Companion team to improve the member experience and help flag resource or FAQ gaps—especially for Urdu-speaking members.

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FursaFursa
Carrot
Carrot
2 days ago

Care Companion I

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Serve as a primary point of contact for Carrot members, guiding them through fertility and family-forming journeys from the first interaction. Provide empathetic phone and email support, explain benefit eligibility and next steps, document interactions in Zendesk, and escalate clinical or sensitive cases to the right resources. Partner with the Care Companion team to improve the member experience and help flag resource or FAQ gaps—especially for Urdu-speaking members.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Act as a member’s primary point of contact, guiding them through their family-forming journey from the first interaction.
  • •Respond to member inquiries via phone and email with empathy, accuracy, and urgency.
  • •Help members understand Carrot benefits, including eligibility, coverage, and next steps.
  • •Support members across fertility treatment, fertility preservation, adoption, donor-assisted reproduction, and gestational carrier arrangements.
  • •Document all interactions in Zendesk, escalate cases when needed, and meet team benchmarks for response time, quality, and satisfaction.

Pay and Benefits

Salary: USD 28 hourly
Equity and Bonus:Equity
Perks:Parental LeaveRetirement SavingsEquity

Key Requirements

  • •Bachelor’s degree.
  • •1-3 years of experience in direct customer service, healthcare, or a client-facing role.
  • •Strong written and verbal communication skills.
  • •Ability to empathetically support a diverse population through all paths to parenthood.
  • •Nice to have: deliver support in English and Spanish and/or have call center experience and familiarity with call center KPIs; experience with Zendesk or a similar CRM.
Experience:1-3 yearsHealthcareCustomer serviceDigital healthClient-facing
Education:Bachelor's
Skills:Empathetic communicationCustomer empathyAccuracyUrgencyProblem escalation
Languages:EnglishSpanishUrdu
Tech Stack:ZendeskJiraConfluenceSlack

Company Brief

Carrot
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Industry: HealthTech
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