ABOUT ABBY CARE: POWERING THE FUTURE OF CARE AT HOME FOR ALL OF AMERICA. Abby Care is building the leading AI-native platform for family-led care. America is facing a growing care crisis. Millions more people need care at home than ever. Over 50 million family caregivers support loved ones without the tools, training, or recognition they deserve. We believe families are the largest untapped caregiving workforce in America, and that technology can help them deliver better care while driving stronger outcomes and greater transparency across the healthcare system. Abby Care combines clinical oversight with an AI-powered platform to train, enable, and support family caregivers in delivering high-quality care at home. Our platform helps health plans and government partners better understand, verify, and improve care in the home. We expand access to care, reduce reliance on higher-cost settings, and help ensure public dollars are spent effectively. We are proud to partner with leading health plans, providers, and community organizations and are backed by top VCs. We envision a future where family-led care is a core part of the healthcare system. Abby Care is building that future. Join us in solving one of the most important challenges of our time. THE ROLE We are looking for a compassionate and highly organized Family Care Associate (FCA) to serve as the frontline point of contact for families. This role focuses on providing exceptional customer support through phone calls, text messages, and email while ensuring that parent concerns and requests are effectively communicated to the broader team. The ideal candidate has strong customer service experience, excellent communication skills, and the ability to multitask in a fast-paced environment. While healthcare experience is a plus, we are primarily looking for someone who can connect with families in an empathetic and professional manner. KEY RESPONSIBILITIES: * Serve as the primary point of contact for parents via phone, text, and email * Provide timely, empathetic, and professional responses to parent inquiries and concerns * Handle inbound calls and follow-ups (approximately 180 calls per month) * Coordinate and communicate parent requests, feedback, and updates with the internal care team * Maintain accurate documentation of interactions and updates in internal systems * Ensure parents receive clear information and support throughout their experience * Manage multiple conversations and tasks simultaneously while maintaining a high level of service THE REQUIREMENTS: * 3+ years of customer service background (required) * Proven experience handling phone-based customer interactions * Excellent verbal and written communication skills * Neutral or easily understandable accent preferred * High level of empathy and ability to communicate with care and patience * Strong multitasking and organizational skills * Comfortable working in a fast-paced, communication-heavy role * Experience using Salesforce or similar CRM platforms is a plus * Healthcare experience is a plus but not required 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. Automated Decision Tools Abby Care may use automated decision tools to help match and rank candidate work experience, education and skills found in online profiles, resumes and job applications against job requirements. We believe that these tools help ensure objective, data-based decisions during the hiring process, however, all Abby Care hiring decisions involve final human review and input. If you have questions or would like to request an alternative process, contact [email protected].