Customer Care Associate

About Evvy

At Evvy, we believe the female body shouldn’t be a medical mystery.

We are a precision women’s health company leveraging the vaginal microbiome to improve outcomes across a woman's lifespan. Backed by $30M+ from leading investors, we serve over 100,000 patients and 2,000 providers nationwide with our validated Vaginal Microbiome Test and AI-powered personalized care platform.

Through this work, we have built the world’s largest dataset on the vaginal microbiome — a proprietary foundation that will drive breakthroughs in infertility, preterm birth, gynecological cancers, and beyond.

• We’ve built a dataset no one has. Evvy has generated the world’s largest vaginal microbiome dataset from 100,000+ patients, uncovering novel biological markers underlying women’s health conditions that collectively cost the healthcare system $180B+ annually.

• Validated, AI-first platform. We’ve built a comprehensive testing and care platform that unlocks personalized treatment pathways for each patient. Our work is supported by research published in major peer-reviewed journals and presented at major clinical conferences (including ACOG, ASRM, IDSOG, and more).

• Proven traction, massive opportunity. We serve 100,000+ patients and 2,000 providers nationwide, with rapidly growing revenue and an expanding suite of diagnostics and treatments to improve outcomes across condition areas. We've only scratched the surface.

• Top tier team, investors, and partners. Our world-class team is backed by industry leading investors, including General Catalyst, Left Lane Capital, US Fertility, and Labcorp.

We're looking for high-horsepower, mission-driven people who find it unacceptable that the female body is still a medical mystery — and want to help change that.

The Customer Care Associate will be responsible for frontline member care as part of Evvy’s growing Ops team. You will proactively engage with customers and ascertain best practices in order to exceed our customer's health and wellness goals and expectations. We are seeking a highly motivated, proactive, and detail-oriented Customer Care Associate to own day-to-day customer support operations, resolve complex customer issues, optimize processes, and elevate the end-to-end customer journey

The ideal candidate can quickly learn Evvy’s product line, internal tech stack, testing journey, and support tools to solve problems seamlessly. Ultimately, this role is responsible for ensuring every Evvy member has an excellent experience, from the moment they order a kit through receiving their results, into care and treatment, and on to retesting.

This is a great fit for someone early in their career who is customer‑centric, tech‑savvy, and process‑oriented — someone who wants real ownership over a visible, high‑impact piece of the customer experience, is energized by spotting patterns (not just closing individual tickets), and wants to grow inside a fast‑moving, mission‑driven healthcare startup.

• Deliver Fast, High-Quality Support

  • Own a live queue across email and chat with a first-response target of under 24 hours without letting quality slip as volume climbs.

  • Be empathetic towards customers and communicate effectively and knowledgeably with different personality types as their main touchpoint

  • Give every member a complete, accurate answer on the first reply. This means delivering true 1‑touch resolution where every question is addressed and nothing punted to a follow‑up.

  • Close every loop you open: confirm the issue is actually resolved, follow through on every commitment.

• Proactively Monitor & Communicate

  • Track each user’s journey through test and care end‑to‑end so that we can provide proactive updates at key moments where timely,…