Customer Success Lead – Family Growth Associate

About Abby Care

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 role with a time zone requirement. Candidates must be able to work in 9:00 AM -5:00 PM Eastern Time (Monday to Friday). This is a fast-paced role at a growing company with advancement opportunities. If you are not energized and hungry to be in this type of environment, this role is not a fit for you. 

We’re looking for passionate and empathetic hustlers to join us. This is not your typical sales or customer success position. Instead, you’ll be working with real families with real human problems. Your role is to empower underserved families to take the most transformative step of their life to access care. 

Key responsibilities:

• Own and drive the family growth function. Your role will revolve around calling prospective families in the designated market areas to inform them of the benefits of our program and to support leads through our qualification process with a can-do attitude. You’ll be in charge of managing our family pipeline, pushing execution to exceed growth goals, and refining our expansion processes. 
• Uplift our families. You’ll guide families through the healthcare maze. You are their biggest cheerleader during the highest highs and lowest lows.

The Requirements 

• Must have at least an associate or bachelor’s degree
• Customer-facing experience. You have spent time on the phone with customers or potential customers.
• Account Management
• Customer Success Development 
• Call Center Development 

• Must be able to manage a high volume of calls – approximately 60 to 70 calls per day.
• US Healthcare industry experience is preferred.
• Excellent project management and process execution skills. You know how to handle complex and cross-functional initiatives, set goals, and optimize workflows. 
• Experience using CRMs – Salesforce is a plus 
• Deep empathy, endless tenacity, charisma, and patience. 

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 – global team members are eligible for an annual company performance bonus.
• Generous paid time off. We provide 15 days of paid time off that allow you to recharge, along with 10 paid company US 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.
• Set Up for Success. We provide a company-issued laptop to support you in your role.
• Growth Opportunities. Build your leadership skills while working with teams in various markets across the US.