As a Member Care Expert, you will be responsible for providing exceptional support to our members throughout their fertility and family-forming journeys. This includes onboarding new members to the Progyny Global benefit, offering guidance on how to best utilise the service based on individual needs, and delivering ongoing concierge-level support. The ideal candidate will possess excellent communication skills, strong organisational abilities, and a passion for helping others in a sensitive and highly personal area of life.
- Conduct 1:1 video consultations with members, educating them on fertility, adoption, and surrogacy topics.
- Assist members in identifying the right fertility clinic or service provider, schedule appointments, and provide ongoing concierge support.
- Address member inquiries, proactively researching and presenting high-quality solutions tailored to their unique needs.
- Conduct in-depth research on country-specific legislation and medical landscapes related to fertility and family-forming options.
- Regularly update our platform’s knowledge databases with the latest information on relevant healthcare practices and legal frameworks.
Requirements
- Customer service skills: Exceptional interpersonal skills with the ability to communicate clearly and concisely, both verbally and in writing.
- Empathy: A compassionate approach, with high emotional intelligence and a genuine passion for helping others through sensitive life stages.
- Adaptability: Ability to quickly grasp new topics and continuously expand your knowledge in the fields of fertility, adoption, and surrogacy.
- Organisational skills: Strong attention to detail, excellent prioritization abilities, and the capability to manage multiple projects and deadlines in a fast-paced environment.
- Collaborative spirit: Ability to work both independently and as part of a team, with a proactive and solutions-oriented mindset.
- Interest in Diversity & Inclusion: A commitment to supporting individuals from diverse backgrounds, with a specific focus on fertility and family-forming journeys.
Preferred Experience
- A background in healthcare, human services, or a related field is highly desirable.
- Prior experience in a customer care role is preferred.
- Bachelor's degree or equivalent work experience.
Language Skills
- Fluent in English (written and verbal communication).
- Must be fluent in Mandarin.
- Additional regional languages are a plus.
Other Requirements
- You are willing to work flexible hours to accommodate members in different time zones around the world.
- This position requires on-site presence in our Berlin office
- You are eligible to work within the EU
