Bilingual Customer Success Lead – Family Care Associate

About Abby Care

We’re Making Family Care Possible. At Abby Care, we are tackling one of the most important and unsolved challenges of our time: family caregiving.
Over 50 million Americans are family caregivers for loved ones without pay, tools, or support. Our mission is clear and ambitious: to train and employ family caregivers so they can get paid for the care they already provide at home.
Abby Care is building a tech-powered, family-first care platform to efficiently deliver care, improve health outcomes, and provide the best-in-class experience nationwide.
We are rapidly expanding our mission and looking for passionate team members to join. Abby Care has partnered with leading insurance plans, healthcare providers, and community organizations. We’re supported by top, mission-driven VCs to empower families throughout the country.

The Role 

• This is a full-time remote position with a required schedule of Monday to Friday, 8:00 am to 4:00 pm Eastern Time  It’s a fast-paced opportunity within a rapidly growing company that offers real potential for advancement. If you’re not energized, adaptable, and hungry to grow in this kind of environment, this may not be the right fit.
• We’re seeking passionate, empathetic go-getters who want more than just a typical sales or customer success role. Here, you’ll work directly with real families facing real challenges, empowering underserved communities to take one of the most transformative steps of their lives: accessing quality care.

What you’ll do:

• Lead the Family Care Journey. Take full ownership of the family care experience—from onboarding to ongoing engagement. You will set clear expectations, foster trust, and work closely with our clinical team to ensure every family meets their care requirements with confidence.
• Empower and Uplift Families. Be the guiding light for caregivers as they navigate the complexities of home-based care. You will serve as their biggest advocate—cheering them on during milestones and standing by them during challenges. Your empathy, reliability, and commitment will make a lasting impact.
• Be a Trusted Coach and Partner. Support families through onboarding, training, and Medicaid certification. Collect required documents, assist with program navigation, and ensure all compliance steps are clearly communicated and completed.
• Offer Consistent Support and Accountability. Stay in regular contact with caregivers through check-ins, reminders, and problem-solving. Help families overcome barriers such as paperwork issues, compliance concerns, or program misunderstandings.
• Foster Community and Connection. Create meaningful touchpoints by coordinating peer groups, caregiver events, and community-building activities that strengthen the caregiver network and reduce isolation.
• Keep the Details in Sync. Maintain accurate documentation and communication in internal systems, ensuring smooth coordination between families, clinical teams, and support staff.

Requirements:

• Fluency in Spanish (verbal and written).
• Associate or Bachelor’s degree required.
•  Customer-facing experience: Proven ability to engage with customers or potential customers, preferably in phone-based roles.
• Account Management / Customer Success / Call Center Operations: Background in one or more of these areas with a record of building and sustaining strong client relationships.
• High-volume call management: Capable of handling 50–70 calls per day while maintaining professionalism and quality service.
• Industry knowledge: Prior experience in the US healthcare industry is strongly preferred.
• Project management expertise: Skilled in managing complex, cross-functional initiatives, setting clear objectives, and driving workflow efficiency.
• Highly organized: Exceptional attention to detail in handling documentation, deadlines, and follow-ups.
• Technical proficiency: Comfortable using CRM tools; Salesforce experience is highly advantageous.
• Personal qualities: Empathetic, resilient, charismatic, and patient, with a strong commitment to providing exceptional customer experiences.

Our Values

1. Families First
   Redefining healthcare starts with how we treat the parents and children we serve. We go above and beyond for every family, building strong, lasting relationships. We continually ask ourselves, “Would we want this for our own families?”
   
2. Urgency with Precision
   Millions of families are waiting for care, and they cannot wait, therefore this is not your typical 9 to 5 job. We match their urgency with our own, delivering exceptional care without compromise. Here, speed and excellence go hand in hand.
3. Relentlessly Resourceful
   As an ambitious startup, we adapt quickly and make the most of limited time and resources. We solve challenges with creativity to deliver results without unnecessary complexity.
4. Purpose with Positivity
   We take our mission seriously while never losing sight of the people behind the work. Respect, kindness, memes, and coffee make us stronger as a team and better for the families we serve
5. Driven to Redefine What’s Possible
   We are here to make healthcare better, which means asking hard questions, challenging outdated systems, and finding smarter, more compassionate ways to deliver care. 

Benefits:

• Competitive compensation packages that reflect the value you bring. We reward our team for the impact of their work – full-time employees are eligible for an annual company performance bonus, and we also provide a stipend to support your personal device needs.
• Generous paid time off. We provide 15 paid time off that allow you to recharge along with 10 paid company holidays.
• Team bonding. We love bringing our teams together. As a full-time employee, you’ll get to connect, collaborate, and have fun through team activities and our annual company retreat.