The Role:

Carrot is seeking a Phone Support Manager, Care Navigation who will work as a mentor and coach Care Advocates, Phone Support team members. This person will be responsible for overseeing the day to day interactions that our Care Advocates have with our members. In addition, they will monitor volumes and performance, manage schedules, vacations, and other responsibilities across the team. The Manager, Care Advocated will also own operational excellence by coaching and mentoring the team to hold them accountable for individual KPIs.

This individual must be available to work Saturday, Sunday, and Monday from 4am - 5pm local time.

The Team:

The Member Success 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 Navigation 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 will be a new rollout of phone support to help guide members throughout their individual journeys. The primary function of Care Advocate’s 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.

The role will work closely with the Vice President of Member Success and Director of Care Navigation to evaluate, test, and implement departmental and operational improvement strategies. In addition, you will partner with other teams within Member Success including Care Navigation, Payments, and Medical Experts to drive collaboration and continuity amongst teams

Minimum Qualifications:

• 3-5 years of experience in healthcare, insurance or related SAAS technology leading a high growth team dedicated to service.
• Requires extensive customer service experience (inclusive of phone and email support), people management, and organizational skills.
• Experience leading a high performing call center team
• Proven experience growing and scaling a large global team to offer omnichannel, multi-language, and multi-country support.
• Passion, experience, and/or genuine interest in the family-forming space.
• Established track record of exceeding targets, KPI’s, and Service Level Agreements (SLAs).
• Proven performance management and development skills.
• Demonstrated ability to build consensus, establish trust, communicate effectively and foster culture change within the company/team.
• Demonstrated ability to implement process enhancements and efficiencies including performance.
• Demonstrated business acumen, customer awareness, and ability to create value.
• Outstanding communication skills, both oral and written, ability to manage multiple business areas and people.
• Interacts with peers and associates on business and technical issues.
• Ability to oversee or direct functions, delegate work, and effectively negotiate issues with leadership
• Fluent in the English language

Preferred Qualifications:

• Experience in broader call center operational projects

Perks:
Earn up to ₱99,000 per month