The Role:

We are looking for compassionate and dedicated Call Center Agents/Care Advocates to join our call center team at Carrot. At Carrot, we firmly believe in providing accessible, inclusive, and high-quality fertility and family-forming care to all individuals. As a Care Advocate, 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 support, and you will be an integral part of a new phone support rollout, complementing our existing chat options.

In this position, your main responsibility will be to provide exceptional phone support to our members. With your excellent communication skills and empathetic nature, 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. While your primary role will be supporting Carrot’s members via telephone, you may also support members via email or processing financial claims as needed. By joining our call center team as a Care Advocate, 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.

To accommodate the needs of our members, we are looking for individuals who are able to work the following days/times:

Saturday thru Monday, 4AM - 5PM local time.

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The Team:

The Care Advocate 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 Advocate team supports all legal paths to parenthood and works with members living in the US and 50+ countries (and growing) around the world.

The Care Advocate team will be a new addition to the ongoing support that Carrot offers to its members. This new initiative involves the introduction of phone support, centered in The United Kingdom, to effectively accompany members along their unique journeys.

As a Care Advocate, your primary responsibility will involve providing guidance and aid to Carrot's members through inbound phone calls. Beyond this, your role may encompass a range of additional support activities such as addressing member emails, facilitating the processing of member claims, and proactively connecting with members through outbound phone calls. Your primary role as a Care Advocate will be to assist Carrot’s members via inbound phone calls. Additional support may include but is not limited to answering member emails, assisting in processing member claims, and reaching out to members via outbound phone calls.

Minimum Qualifications:

• 1-3 years of experience working in a direct customer- 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 or equivalent work experience
• Fluent in the English language

Preferred Qualifications:

• Previous call center metrics 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
• Bi-lingual in either Spanish or French Canadian preferred. Additional languages are an added benefit. If not bilingual, previous use of a translation services in a call center