Job Description

About Carrot:

Carrot is the leading global fertility and family care platform, built on intelligent care orchestration: the right clinical guidance, at the right moment, in the context of each member’s life. More than a thousand multinational employers, health plans, and health systems trust Carrot to support millions of members across 195 countries – from pre-pregnancy through menopause and major life moments in between. Carrot's comprehensive clinical program delivers industry-leading cost savings for plan sponsors and award-winning experiences and improved outcomes for millions of people worldwide.

Carrot is widely regarded as a defining force in healthcare innovation as a recipient of several top-tier awards, including Fast Company's 'Most Innovative Companies' and CNBC's '100 Barrier Breaking Startups'. The company is regularly cited by leading global outlets — including The Economist, Bloomberg, The Wall Street Journal, NPR, ABC News, and Harvard Business Review — as a leading voice on digital health, the future of work, and family health. Learn more at get-carrot.com.

The Opportunity 🚀

We're looking for a compassionate, detail-oriented Care Companion to join our team on a part-time basis, supporting Carrot members in English and German. In this role, you'll guide members through their family-forming journeys starting from their very first interaction with Carrot, primarily through phone and email support. You'll bring warmth, empathy, and cultural fluency to every conversation, helping Urdu-speaking members feel understood and supported as they navigate fertility and family-building care.

This is a part-time position, with 20 hours per week expected. The first Monday of each month will be in our London office (if within the London area), with the rest of the work done from home.

The schedule will be a four-hour block between 4:00 pm and 10:00 pm GMT, Monday through Friday.

Training is your first 12-16 weeks. The training schedule will be from 2:00 pm-6:00 pm GMT, Monday through Friday.

What You’ll Own 💼

In this role, you will:

• Serve as a member's primary point of contact, guiding them through their family-forming journey from their very first interaction with Carrot
• Respond to member inquiries via phone and email with empathy, accuracy, and urgency
• Deliver support in both English and German, ensuring German-speaking members receive the same quality of care as every other member
• Help members understand and navigate their Carrot benefit, including eligibility, coverage, and next steps
• Support members across the full range of family-forming paths — fertility treatment, fertility preservation, adoption, donor-assisted reproduction, and gestational carrier arrangements
• Document every member interaction accurately and consistently in Zendesk.
• Recognize when a case needs escalation — clinical, sensitive, or otherwise — and route it to the right resource promptly
• Meet or exceed team benchmarks for response time, quality, and member satisfaction within your part-time schedule
• Flag trends or gaps you notice in resources, processes, or FAQs that could improve the experience for Urdu-speaking members specifically
• Collaborate with the broader Care Companion team to share language- or region-specific insights that help the team support members better

What Success Looks Like 📈

• Guide members through their family-forming journeys via phone and email.
• Answer member questions with empathy, accuracy, and cultural sensitivity in both English and Urdu.
• Support members across all legal paths to parenthood, including adoption, fertility treatment, fertility preservation, and donor-assisted reproduction.
• Support members across our parenting, pregnancy, menopause and low-testosterone journeys.
• Document member interactions accurately and escalate complex cases, as needed.
• Partner with the broader Care Companion team to continuously improve the member experience

In your first 6 months, you will have:

• Participated in approx 12-16 weeks of onboarding. This includes:
• Consistently met response-time and quality benchmarks for phone and email support

About You ✨

You likely have:

• 1-3 years of experience in a direct customer service, healthcare, or client-facing role
• Strong written and verbal communication skills in both English and Urdu
• The ability to empathetically support a diverse member population through all paths to parenthood

Nice to Have ⭐

While not required, we would be especially excited if you bring:

• A Bachelor's Degree
• Previous call center experience and an understanding of call center KPIs
• Experience working at a fast-growing tech or digital health company
• Experience with Zendesk or a similar CRM platform
• Past experience in the family-forming space, such as fertility care, adoption, donor-assisted reproduction, or gestational carrier arrangements

Why This Role Matters 🧡

Care Companions are often a member's very first point of contact with Carrot, and the compassion and cultural understanding you bring can shape their entire experience. By supporting German-speaking members with the same warmth and rigor we bring to every language we support, you'll help ensure that fertility and family-forming care feels accessible and personal, no matter where a member calls home.

This role exists because language shouldn't be a barrier to accessing compassionate, high-quality care. Fertility and family-building journeys are deeply personal and often difficult. By bringing fluency in both English and German, you'll help ensure that nuance isn't lost, that questions get answered clearly, and that members never have to choose between being understood and being supported.

Beyond the direct impact on members, this role also helps Carrot live up to its commitment to serve people "everywhere" — not just in the languages and regions where support has historically been easiest to build. Every member you support in Urdu helps make Carrot's care model a little more inclusive for the members who come next.

Interview Process 🤝

We believe in a thoughtful and transparent interview process designed to create alignment for both candidates and our team.

For this role, candidates can expect:

1. Recruiter Screen — 30 minutes
2. Hiring Managers Panel Interview — 30–45 minutes
3. Leadership Conversation — 30 minutes

Throughout the process, we will share additional context about the team, business priorities, customer landscape, and what success looks like in this role.

Why Candidates Join Carrot 🌍

Carrot offers the opportunity to do meaningful work in service of a deeply human mission.

Highlights include:

• A mission-driven company focused on expanding access to fertility and family-forming care globally.
• A high-growth environment where leaders are empowered to shape strategy and drive impact.
• Competitive compensation, equity, and comprehensive benefits.
• Flexible Time Off and a culture that actively encourages employees to recharge.
• Comprehensive parental leave and family-forming benefits.
• A collaborative, inclusive, and values-driven culture.
• The opportunity to work alongside passionate, thoughtful teammates committed to improving healthcare outcomes worldwide.

A Note on AI

At Carrot, we believe AI can help us work smarter, move faster, and create more meaningful experiences for our members, customers, and each other. While not every role requires deep technical AI expertise, we value people who are curious, eager to learn, and excited to thoughtfully incorporate AI into their day-to-day work.

For some roles, AI fluency is a core requirement—and we'll call that out clearly in the qualifications. For everyone else, we're looking for people who embrace new ways of working, use AI responsibly to improve quality and efficiency, and continue to learn as the technology evolves.

Compensation:

Actual compensation may vary depending on your confirmed job-related skills and experience.

Fraud and Security Notice: Please note that all communication regarding job opportunities at Carrot will come exclusively from an @get-carrot.com email address. If you receive messages from any other domain, please disregard them and report the incident to: securityreporting@get-carrot.com

Why Carrot?

Carrot has received national and international recognition for its pioneering work, including Fast Company's Most Innovative Companies and World Changing Ideas, Inc. Power Partners, and Modern Healthcare’s Innovators. Carrot’s global workforce has been acknowledged with several accolades, including Fortune’s Best Workplaces in Healthcare, Great Place to Work, and Age-Friendly Employer certifications. Carrot is regularly featured in media reporting on issues related to the future of work, women in leadership, and healthcare innovation, including MSNBC, The Economist, Bloomberg, The Wall Street Journal, CNBC, National Public Radio, Harvard Business Review, and more. Learn more at carrotfertility.com.