About Carrot:
Carrot is the leading global fertility, family-building, and lifelong hormonal healthcare platform providing care for everyone, everywhere. Trusted by more than a thousand multinational employers, health plans, and health systems, Carrot's comprehensive clinical program delivers industry-leading cost savings for employers and award-winning experiences for millions of people worldwide. From maternity through menopause and pre-pregnancy through parenting, Carrot is dedicated to expanding access and improving outcomes. Carrot empowers members with compassionate, personalized, and inclusive support.
The Role:
We are looking for a compassionate and dedicated Care Companion to join our team. In this position, you will be asked to use both English and Japanese to assist members.
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 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.
The regular schedule would be Monday through Friday from 6:00 am-3:00 pm JST. The training schedule would be 9:00 pm- 6:00 am JST for the first 1-3 months to align with US-based training staff.
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.
Minimum Qualifications:
- Bachelors Degree
- 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
- Bilingual in the following languages:
- English + Japanese
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
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 will range from ¥3,300,000- ¥4,300,000. Actual compensation may vary from posted base salary depending on your confirmed job-related skills and experience.
Fraud & Security Notice: Please note that all communication regarding job opportunities at Carrot will come exclusively from an @get-carrot.com email address. If you receive messages from any other domain, please disregard them and report the incident to: securityreporting@get-carrot.com
Why Carrot?
Carrot has received national and international recognition for its pioneering work, including Fast Company's Most Innovative Companies and World Changing Ideas, Inc. Power Partners, and Modern Healthcare’s Innovators. Carrot’s global workforce has been acknowledged with several accolades, including Fortune’s Best Workplaces in Healthcare, Great Place to Work, and Age-Friendly Employer certifications. Carrot is regularly featured in media reporting on issues related to the future of work, women in leadership, and healthcare innovation, including MSNBC, The Economist, Bloomberg, The Wall Street Journal, CNBC, National Public Radio, Harvard Business Review, and more. Learn more at carrotfertility.com.