Care Companion I

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.

We're looking for a compassionate, detail-oriented Care Companion to join our team supporting Carrot members. 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 and empathy to every conversation, helping members feel understood and supported as they navigate fertility and family-building care.

This is an onsite position in West Des Moines, IA. The schedule is Monday-Thursday from 11:00 am-8:00 pm and Friday from 10:00 am
-7:00 pm CST. Training will take place over the first 6-8 weeks, from 8:30 am to 5:00 pm CST.

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
• 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

• Guide members through their family-forming journeys via phone and email.
• 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 elevate complex cases, as needed.
• Partner with the broader Care Companion team to continuously improve the member experience

• Participated in approx 12-16 weeks of onboarding. This includes:
• Learning about Carrot including journey types
• Platform utilization including Zendesk, Jira, Confluence, and Slack
• Shadowing other Care Companions, including reverse shadowing
• Consistently met response-time and quality benchmarks for phone and email support

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

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

• Deliver support in both English and Spanish, ensuring Spanish-speaking members receive the same quality of care as every other member
• 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

Care Companions are at the heart of the member experience  this role, you help people navigate deeply personal fertility, family-building, and hormonal health journeys with clarity, empathy, and confidence. You are often the person who turns…