Member Care Specialist, Japanese

This is a fully remote position, open to applicants in Japan.

📋 Description

• As a Member Care Specialist, you will play a crucial role in delivering outstanding support to our members throughout their fertility and family-forming journeys.

• Your responsibilities will include onboarding new members to the Progyny Global benefit, providing guidance on how to maximize the service based on individual needs, and offering continuous concierge-level assistance.

• You will conduct one-on-one video consultations with members, educating them on topics related to fertility, adoption, and surrogacy.

• Assist members in finding the appropriate fertility clinic or service provider, scheduling appointments, and offering ongoing concierge support.

• Address member inquiries by proactively researching and presenting tailored, high-quality solutions to meet their distinct needs.

• Engage in comprehensive research on country-specific legislation and medical landscapes concerning fertility and family-forming options.

• Regularly update our platform’s knowledge databases with the most current information on relevant healthcare practices and legal frameworks.

⛳️ Requirements

• Customer service skills: Exceptional interpersonal abilities with the capacity to communicate clearly and concisely, both verbally and in writing.

• Empathy: A compassionate approach, characterized by high emotional intelligence and a sincere desire to assist others during sensitive life stages.

• Adaptability: The ability to swiftly comprehend new topics and consistently broaden your knowledge in the areas of fertility, adoption, and surrogacy.

• Organisational skills: Strong attention to detail, excellent prioritization skills, and the ability to manage multiple projects and deadlines in a fast-paced environment.

• Collaborative spirit: Capable of working independently as well as part of a team, with a proactive and solutions-focused mindset.

• Interest in Diversity & Inclusion: A commitment to supporting individuals from varied backgrounds, particularly in relation to fertility and family-forming journeys.

• Preferred Experience: A background in healthcare (e.g., fertility nurse, midwife, or related field) is highly desirable. Previous experience in a customer care role is preferred. A Bachelor's degree or equivalent work experience is required.

• Language Skills: Proficient in English and Japanese. Knowledge of additional languages is a significant advantage.

🏝️ Benefits

• Competitive salary: Annual gross salary range: €45,000 – €50,000 (based on experience)

• Annual performance-based bonus

• Access to the Progyny Global platform + €5,000 family-building benefit

• 1:1 mental health sessions & wellness support via SpringHealth

• 8 weeks/year remote from anywhere

• Inclusive, mission-driven culture built on care, collaboration, and innovation