Member Care Expert Mandarin (Part-time) - Remote

Overview

We’re Progyny Global, part of the Progyny Inc family. Our shared mission? To make fertility and family-forming care accessible everywhere, breaking down barriers so that anyone can start a family, no matter where they are. With Progyny's support, we’re set to amplify our impact globally, reaching more individuals and families than ever before. Our goal is to make these journeys smoother and more accessible by offering personalised assistance and expert guidance. We are seeking a proactive, empathetic, and detail-oriented individual to join our team as a Member Care Expert, helping our members navigate their unique fertility and family-forming experiences.

In Short

• 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.

Benefits

• Annual gross salary range for Berlin-based applicants: €22,000 – €24,000
• Bonus program and company equity
• Fertility & family building benefit: Get access to our Progyny Global Platform and a 5.000€ benefit budget
• Mental health benefit: Access to 1:1 sessions with experienced psychologists & in-app training & tools from Nilo Health
• Sustainable mobility benefit: Dance e-bike subscription or monthly public transportation ticket (BVG)
• Hybrid work: Up to 2 days a week work from home
• Remote work: Up to 8 weeks per year