[Hiring] Care Companion I @Carrot

Role Description

We're looking for a compassionate, detail-oriented Care Companion to join our team on a part-time basis, supporting Carrot members in English and Urdu. In this role, you'll guide members through their family-forming journeys starting from their very first interaction with Carrot, primarily through phone and email support.

This is a part-time, permanent position. The regular schedule will be at the following time:

• India: 4:00 am to 8:00 am, Tuesday through Saturday, India Time

Training is your first 12-16 weeks. The training schedule will be at the following time:

• India: A four-hour block between the hours of 7:30 pm - 3:30 am India Time, Monday through Saturday

What You’ll Own

• Serve as a member's primary point of contact, guiding them through their family-forming journey from their very first interaction with Carrot.
• Respond to member inquiries via phone and email with empathy, accuracy, and urgency.
• Deliver support in both English and Urdu, ensuring Urdu-speaking members receive the same quality of care as every other member.
• Help members understand and navigate their Carrot benefit, including eligibility, coverage, and next steps.
• Support members across the full range of family-forming paths — fertility treatment, fertility preservation, adoption, donor-assisted reproduction, and gestational carrier arrangements.
• Document every member interaction accurately and consistently in Zendesk.
• Recognize when a case needs escalation — clinical, sensitive, or otherwise — and route it to the right resource promptly.
• Meet or exceed team benchmarks for response time, quality, and member satisfaction within your part-time schedule.
• Flag trends or gaps you notice in resources, processes, or FAQs that could improve the experience for Urdu-speaking members specifically.
• Collaborate with the broader Care Companion team to share language- or region-specific insights that help the team support members better.

What Success Looks Like

• Guide members through their family-forming journeys via phone and email.
• Answer member questions with empathy, accuracy, and cultural sensitivity in both English and Urdu.
• Support members across all legal paths to parenthood, including adoption, fertility treatment, fertility preservation, and donor-assisted reproduction.
• Support members across our parenting, pregnancy, menopause, and low-testosterone journeys.
• Document member interactions accurately and escalate complex cases, as needed.
• Partner with the broader Care Companion team to continuously improve the member experience.

About You

• A Bachelor's degree.
• 1-3 years of experience in a direct customer service, healthcare, or client-facing role.
• Strong written and verbal communication skills in both English and Urdu.
• The ability to empathetically support a diverse member population through all paths to parenthood.

Nice to Have

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

Interview Process

• Recruiter Screen — 30 minutes.
• Hiring Managers Panel Interview — 30–45 minutes.
• Leadership Conversation — 30 minutes.

Why Candidates Join Carrot

• A mission-driven company focused on expanding access to fertility and family-forming care globally.
• A high-growth environment where leaders are empowered to shape strategy and drive impact.
• Competitive compensation, equity, and comprehensive benefits.
• Flexible Time Off and a culture that actively encourages employees to recharge.
• Comprehensive parental leave and family-forming benefits.
• A collaborative, inclusive, and values-driven culture.
• The opportunity to work alongside passionate, thoughtful teammates committed to improving healthcare outcomes worldwide.

Compensation

The starting base salary for this position will range from 917,000-1,100,000 INR. Actual compensation may vary depending on your confirmed job-related skills and experience.

Fraud and 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: [email protected].