Call Center Agent (Manila, Philippines)

About Carrot:

Carrot Fertility is the leading global fertility and family-building 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 Advocate to join our service center team at Carrot. At Carrot, we firmly believe in providing accessible, inclusive, and high-quality fertility and family-forming care to all individuals. As a Care Advocate, 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 center team as a Care Advocate, 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.

Work Schedule: Saturday through Monday, 3:00 AM – 4:00 PM (Manila Time).

The Team: 

The Care Advocate 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 Advocate 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: 

• 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

 

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
• Bi-lingual

 

Perks:
Earn up to ₱40,000 per month

Why Carrot?

Carrot has received national and international recognition for its pioneering work, including Best Diversity, Equity, & Inclusion Product from the Anthem Awards, Fast Company's Most Innovative Companies, CNBC's 100 Barrier Breaking Startups, and more. Carrot is regularly featured in media reporting on issues related to the future of work, women in leadership, healthcare innovation and diversity, equity, and inclusion, including MSNBC, The Economist, Bloomberg, The Wall Street Journal, CNBC, National Public Radio, Harvard Business Review, and more. 

Carrot teams span more than 40 states across the United States and dozens of countries around the world. Carrot has received numerous workplace awards, including Fortune's Best Workplaces in Healthcare, Quartz’s Best Companies for Remote Workers, and Great Place to Work and Age-Friendly Employer certifications. Learn more at carrotfertility.com.