[Hiring] Member Care Specialist @Progyny Global

Role Description

This is a 20-hour-per-week, 12-month fixed-term role based in Canada, covering a maternity leave.

We are seeking proactive, empathetic, and detail-oriented individuals to join our team as a Member Care Specialist , helping our members navigate their unique fertility and family-forming experiences in their preferred language.

To support our global coverage needs, the required working hours are 4:00–8:00 p.m. ET, Monday through Friday, regardless of the team member’s location within Canada.

As a Member Care Specialist, you will be responsible for providing exceptional support to our members throughout their fertility and family-forming journeys. This includes:

• Onboarding new members to the Progyny Global benefit.
• Offering guidance on how to best utilise the service based on individual needs.
• Delivering ongoing concierge-level support.
• Conducting 1:1 video consultations with members, educating them on fertility, adoption, and surrogacy topics.
• Assisting members in identifying the right fertility clinic or service provider, scheduling appointments, and providing ongoing concierge support.
• Addressing member inquiries, proactively researching and presenting high-quality solutions tailored to their unique needs.
• Conducting in-depth research on country-specific legislation and medical landscapes related to fertility and family-forming options.
• Regularly updating our platform’s knowledge databases with the latest information on relevant healthcare practices and legal frameworks.
• Providing regular support for translation and localization of our benefits.

Qualifications

• Exceptional interpersonal skills with the ability to communicate clearly and concisely, both verbally and in writing.
• A compassionate approach, with high emotional intelligence and a genuine passion for helping others through sensitive life stages.
• Ability to quickly grasp new topics and continuously expand your knowledge in the fields of fertility, adoption, surrogacy, menopause, and pregnancy care.
• Strong attention to detail, excellent prioritization abilities, and the capability to manage multiple projects and deadlines in a fast-paced environment.
• Ability to work both independently and as part of a team, with a proactive and solutions-oriented mindset.
• A commitment to supporting individuals from diverse backgrounds, with a specific focus on fertility and family-forming journeys.

Requirements

• A background in healthcare (e.g. fertility nurse, midwife, or related field) is highly desirable.
• Prior experience in a customer care role is preferred.
• Bachelor's degree or equivalent work experience.
• Fluent in English.
• Fluency in Canadian French, particularly Québec French, is a strong asset.

Benefits

• Competitive salary: Annual gross salary range: $38,000 – $42,000 CAD (based on experience).
• Annual performance-based bonus.
• Access to the Progyny Global platform + family-building benefit.
• 1:1 mental health sessions & wellness support via SpringHealth.
• 8 weeks/year remote from anywhere.
• Inclusive, mission-driven culture built on care, collaboration, and innovation.