Care Companion I

Carrot•West Des Moines, IA

5d•Onsite

About The Position

Carrot is seeking a compassionate, detail-oriented Care Companion to support members through fertility, family-building, parenting, pregnancy, menopause, and low-testosterone journeys. The Care Companion serves as a member’s primary point of contact from their first interaction with Carrot, guiding them through their benefit and helping them understand eligibility, coverage, and next steps. Support is provided primarily by phone and email, with empathy, accuracy, and urgency. The role supports members across fertility treatment, fertility preservation, adoption, donor-assisted reproduction, gestational carrier arrangements, and other family-forming paths. The Care Companion documents interactions in Zendesk, recognizes and promptly routes cases requiring escalation, and meets team response-time, quality, and member-satisfaction benchmarks. The role also flags opportunities to improve resources, processes, or FAQs for Urdu-speaking members and partners with the broader Care Companion team to improve the member experience. This is an onsite role in West Des Moines, Iowa. The regular schedule is Monday through Thursday, 11:00 a.m.–8:00 p.m. CST, and Friday, 10:00 a.m.–7:00 p.m. CST. Training is scheduled for the first 6–8 weeks, from 8:30 a.m.–5:30 p.m. CST. The first six months include approximately 12–16 weeks of onboarding, including learning about Carrot and its journey types, training on Zendesk, Jira, Confluence, and Slack, and shadowing and reverse shadowing with other Care Companions. The starting base salary is $28.00 per hour, plus a variable. Actual compensation may vary based on confirmed job-related skills and experience. Carrot describes its total rewards package as including health and wellness benefits, retirement savings plans, short- and long-term incentives, parental leave, family-forming assistance, and competitive compensation.

Requirements

1–3 years of experience in a direct customer service, healthcare, or client-facing role.
Strong written and verbal communication skills.
Ability to empathetically support a diverse member population through all paths to parenthood.

Nice To Haves

Bachelor’s degree.
Ability to provide support in both English and Spanish.
Previous call center experience and an understanding of call center KPIs.
Experience working at a fast-growing technology or digital health company.
Experience with Zendesk or a similar CRM platform.
Experience in the family-forming space, such as fertility care, adoption, donor-assisted reproduction, or gestational carrier arrangements.

Responsibilities

Serve as a member’s primary point of contact and guide them through their family-forming journey from their first interaction with Carrot.
Respond to member inquiries by phone and email with empathy, accuracy, and urgency.
Help members understand and navigate their Carrot benefit, including eligibility, coverage, and next steps.
Support members across fertility treatment, fertility preservation, adoption, donor-assisted reproduction, and gestational carrier arrangements.
Support members across parenting, pregnancy, menopause, and low-testosterone journeys.
Document every member interaction accurately and consistently in Zendesk.
Recognize cases requiring clinical, sensitive, or other escalation and promptly route them to the appropriate resource.
Meet or exceed response-time, quality, and member-satisfaction benchmarks.
Flag trends or gaps in resources, processes, or FAQs that could improve the experience for Urdu-speaking members.
Partner with the broader Care Companion team to continuously improve the member experience.