Call Center Agent (London)
Carrot Fertility is the leading global fertility care platform for women, who are often at the center of fertility care decisions and consequences. Plus, Carrot serves people of every age, race, income, sex, sexual orientation, gender, marital status, and geography. Trusted by hundreds of 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. Whether there is a need for care through fertility preservation, male-factor infertility, pre-pregnancy, IVF, pregnancy and postpartum, adoption, gestational surrogacy, or menopause, Carrot supports members and their families through many of the most memorable and meaningful moments of their lives.
We are looking for compassionate and dedicated Call Center Agents/Care Advocates to join our call 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 support, and you will be an integral part of a new phone support rollout, complementing our existing chat options.
In this position, your main responsibility will be to provide exceptional phone support to our members. With your excellent communication skills and empathetic nature, 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. While your primary role will be supporting Carrot’s members via telephone, you may also support members via email or processing financial claims as needed. By joining our call 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
To accommodate the needs of our members, we are looking for individuals who are able to work the following days/times:
Saturday through Monday, 8AM - 9PM local time
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.
The Care Advocate team will be a new addition to the ongoing support that Carrot offers to its members. This new initiative involves the introduction of phone support, centered in The United Kingdom, to effectively accompany members along their unique journeys.
As a Care Advocate, your primary responsibility will involve providing guidance and aid to Carrot's members through inbound phone calls. Beyond this, your role may encompass a range of additional support activities such as addressing member emails, facilitating the processing of member claims, and proactively connecting with members through outbound phone calls. Your primary role as a Care Advocate will be to assist Carrot’s members via inbound phone calls. Additional support may include but is not limited to answering member emails, assisting in processing member claims, and reaching out to members via outbound phone calls.
- 1-3 years of experience working in a direct customer- 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 or equivalent work experience
- Fluent in the English language
- Previous call center metrics 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 in either Spanish or French Canadian preferred. Additional languages are an added benefit. If not bilingual, previous use of a translation services in a call center
Compensation and Benefits:
- Permanent contract from day 1
- Great basic salary: 40,000 GBP annually
- Quarterly performance bonus scheme
- Smart casual dress code
- Statutory annual leave plus Bank Holidays
- Excellent City Centre location
- Shift Schedule: Saturday through Monday, 8AM to 9PM
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 is a remote-first company, with teams in more than 40 states across the United States and dozens of countries around the world. It 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.