Care Companion I

Carrot; West Des Moines (IA); On-site; USD 36,000 - 41,000; Full time

Job summary

Carrot is seeking a compassionate Care Companion in West Des Moines, IA, to support members through their family-forming journeys. You will primarily handle phone and email conversations, bringing warmth, empathy, and clear guidance on eligibility, coverage, and steps forward.

In this onsite role, you will work a Monday-Thursday 11:00 am–8:00 pm and Friday 10:00 am–7:00 pm CST schedule, with 6–8 weeks of onboarding and training.

Qualifications

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

Responsibilities

• Serve as primary contact guiding members through their family-forming journey from first interaction.
• 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.
• Document each member interaction accurately in Zendesk and escalate sensitive cases when needed.
• Meet or exceed team benchmarks for response time, quality, and member satisfaction within the schedule.

Skills

Customer service

Communication

Empathy

Tools

Zendesk

Jira

Confluence

Slack

Job description

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.

The Opportunity

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.

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
• 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

What Success Looks Like

• 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

In your first 6 months, you will have

• 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

You likely have

• 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

Nice to Have

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

Why This Role Matters

Care Companions are at the heart of the member experience at Carrot. In 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 a complex or overwhelming moment into one that feels supported, informed, and actionable.

This role matters because every interaction shapes how members experience Carrot’s care model. Care Companions do more than answer questions- they build trust, guide members through important next steps, and connect them to the right resources at the right time. Their work helps members feel seen and supported while ensuring they can make the most of their benefit during some of the most meaningful moments in their lives.

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.

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.
• 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.

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 starting base salary for this position will be $28.00 per hour, plus a variable. Actual compensation may vary from posted base salary 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: [e-mail]

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.