Care Companion I (Overnight, Part-Time, Urdu Speaking)

Carrot · India

  • Junior
  • Full-time
  • Posted 2026-08-04
  • Confirmed live on 25 September 2026

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Job description

About Carrot:

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.

Carrot is widely regarded as a defining force in healthcare innovation as a recipient of several top-tier awards, including Fast Company's 'Most Innovative Companies' and CNBC's '100 Barrier Breaking Startups'. The company is regularly cited by leading global outlets — including The Economist, Bloomberg, The Wall Street Journal, NPR, ABC News, and Harvard Business Review — as a leading voice on digital health, the future of work, and family health. Learn more at get-carrot.com.

The Opportunity 🚀

We're looking for a compassionate, detail-oriented Care Companion to join our team on a part-time basis, supporting Carrot members in English and Urdu. 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, empathy, and cultural fluency to every conversation, helping Urdu-speaking members feel understood and supported as they navigate fertility and family-building care.

This is a part-time, permanent position. This regular schedule will be at the following time:

• 4:00 am to 8:00 am, Tuesday through Saturday, India Time

Training is your first 12-16 weeks. The training schedule will be at the following time:

• A four-hour block between the hours of 7:30 pm -3:30 am India Time, Monday through Saturday

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

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

• 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

• Collaborate with the broader Care Companion team to share language- or region-specific insights that help the team support members better

What Success Looks Like 📈

• Guide members through their family-forming journeys via phone and email.

• Answer member questions with empathy, accuracy, and cultural sensitivity in both English and Urdu.

• 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 escalate 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

About You ✨

You likely have:

• A Bachelor's degree

• 1-3 years of experience in a direct customer service, healthcare, or client-facing role

• Strong written and verbal communication skills in both English and Urdu

• 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:

• 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 reproduct

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