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The Role
As the overnight Care Advocate Manager at Carrot Fertility, you will be responsible for leading and managing a team of call center representatives and navigators who provide exceptional customer service and support to our members.
This role will require shift to be overnight from 7pm-6am Monday night thru Friday morning.
The Care Advocate manager will be responsible for leadership, team management, customer service excellence, performance monitoring and improvement, training and development, as well as collaboration and process enhancement. You will be expected to set clear performance expectations, provide coaching and feedback, and offer professional development opportunities to maximize individual and team performance.
They will oversee the resolution of complex member inquiries or issues to ensure timely and satisfactory resolutions and develop a deep understanding of the company’s products, services, and processes to provide accurate information and guidance to both members and the team.
The Team
As a Call Center Care Advocate Manager you will collaborate with a diverse team, both remotely and on-site. Interacting with the Director of Care Navigation, the VP of Member Success, and multiple operations professionals, you will drive exceptional customer service, operational excellence, and meaningful impact on our members’ fertility journeys. Join our team and contribute to a collaborative work environment that values communication, inclusivity, and continuous improvement.
Minimum Qualifications
Preferred Qualifications
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. The expected base salary for this position will range from $120-130,000. Actual compensation may vary from posted base salary depending on your confirmed job-related skills and experience.
Why Carrot?
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.
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