Care Companion I (Japanese Speaking)

About Carrot

Carrot is the leading global fertility, family-building, and lifelong hormonal healthcare 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 Companion to join our team. In this position, you will be asked to use both English and Japanese to assist members.

At Carrot, we firmly believe in providing accessible, inclusive, and high-quality fertility and family-forming care to all individuals. As a Care Companion, 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 team as a Care Companion, 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.

Schedule:

• Regular Schedule: Monday through Friday from 6:00 am-3:00 pm JST.
• Training Schedule: 9:00 pm- 6:00 am JST for the first 1-3 months to align with US-based training staff.

The Team

The Care Companion 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 Companion 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

• Education: Bachelors Degree
• Experience: 1-3 years of experience working in a direct customer service, healthcare, or client-facing role.
• Skills:
  • Superior communication skills, both written and verbal
  • Ability to empathetically support a diverse member population through all paths to parenthood
• Languages: Bilingual in English and Japanese

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

Compensation

Carrot offers a holistic Total Rewards package designed to support our employees in all aspects of their life inside and outside of work, including health and wellness benefits, retirement savings plans, short- and long-term incentives, parental leave, family-forming assistance, and a competitive compensation package.

• Starting Base Salary: ¥3,300,000- ¥4,300,000. Actual compensation may vary from posted base salary depending on your confirmed job-related skills and experience.

Fraud & Security

Not