[Hiring] Family Growth Associate @Abby Care

Role Description

As a Family Growth Associate , you'll be the first point of contact for caregivers who have already expressed interest in Abby Care. Your role is to guide them through the intake process, answer questions, build trust, and help them successfully begin their caregiving journey. This is not a cold-calling role; you'll be speaking with warm leads who have already applied to Abby Care.

• Guide Caregivers Through the Intake Process:
  • Conduct inbound and outbound calls with caregivers who have applied to Abby Care.
  • Guide caregivers through a detailed intake process lasting approximately 20–30 minutes.
  • Clearly explain Abby Care's services and answer questions with confidence and empathy.
  • Encourage and support caregivers who may be undecided about joining the program.
  • Follow up with caregivers via phone, SMS, and email regarding missing information or next steps.
• Build Meaningful Relationships:
  • Serve as the primary point of contact until caregivers transition to the next stage of onboarding.
  • Provide exceptional customer service through every interaction.
  • Build trust by maintaining a compassionate, professional, and patient approach.
• Manage CRM & Administrative Tasks:
  • Document all caregiver interactions accurately in Salesforce and other internal systems.
  • Maintain organized records and ensure timely follow-ups.
  • Collaborate closely with Nurses, Care Operations, and other cross-functional teams to ensure a seamless caregiver experience.
• Support Continuous Improvement:
  • Share feedback on existing workflows and suggest process improvements.
  • Adapt quickly as systems and processes evolve within a fast-growing startup environment.

What Success Looks Like:

• Handle approximately 60–80 calls per day, including scheduled intake calls, callbacks, follow-ups, and voicemails.
• Successfully complete caregiver intake appointments while maintaining exceptional customer experience.
• Keep accurate documentation and ensure no caregiver inquiry is left unresolved.

Qualifications

• Advanced English communication skills (C1–C2 level) with excellent spoken fluency.
• At least 5 years of experience in one or more of the following:
  • Customer Support
  • Call Center
  • Business Development
  • Client-facing (B2C) roles
• Minimum 5 years of experience handling both inbound and outbound phone calls.
• Experience using CRM platforms (Salesforce preferred but not required).
• Comfortable working in a high-volume phone environment.
• Strong organizational skills and attention to detail.
• Tech-savvy with the ability to quickly learn new systems.

Requirements

• Experience using Salesforce, Dialpad, or other CRM and softphone systems.
• Experience in healthcare, home healthcare, or healthcare-related services.
• Experience working in a startup or rapidly changing environment.

Benefits

• Important Note: This is a phone-intensive role. Successful candidates should enjoy speaking with people throughout the day and possess exceptional verbal communication skills.
• Candidates must be confident conducting conversations entirely in English while providing a warm, professional, and empathetic customer experience.

Company Description

Abby Care is building the leading AI-native platform for family-led care. America is facing a growing care crisis. Millions more people need care at home than ever. Over 50 million family caregivers support loved ones without the tools, training, or recognition they deserve.

We believe families are the largest untapped caregiving workforce in America, and that technology can help them deliver better care while driving stronger outcomes and greater transparency across the healthcare system.

Abby Care combines clinical oversight with an AI-powered platform to train, enable, and support family caregivers in delivering high-quality care at home. Our platform helps health plans and government partners better understand, verify, and improve care in the home. We expand access to care, reduce reliance on higher-cost settings, and help ensure public dollars are spent effectively.

We are proud to partner with leading health plans, providers, and community organizations and are backed by top VCs. We envision a future where family-led care is a core part of the healthcare system. Abby Care is building that future.

Join us in solving one of the most important challenges of our time.