Bilingual Customer Success

Bilingual Customer Success - Family Care Associate

Join to apply for the Bilingual Customer Success - Family Care Associate role at Abby Care.

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. Our mission is to train and employ family caregivers so they can get paid for the care they already provide at home.

• Lead the Family Care Journey. Take full ownership of the family care experience—from onboarding to ongoing engagement. 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 home-based care. Serve as their advocate, showing empathy, reliability, and commitment to 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. Maintain 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.

• Fluency in English and 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.

• 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.
• Urgency with Precision: We match urgency with our own high standards to deliver exceptional care without compromise.
• Relentlessly Resourceful: We adapt quickly and solve challenges with creativity to deliver results.
• Purpose with Positivity: We take our mission seriously while caring for the people behind the work.
• Driven to Redefine What's Possible: We ask hard questions and find smarter, more compassionate ways to deliver care.

• Competitive compensation packages that reflect the value you bring; global team members are eligible for an annual company performance bonus.
• Generous paid time off: 15 days of PTO plus 10 paid company US holidays.
• Team bonding: Full-time employees participate in team activities and the annual company retreat.
• Set Up for Success: A company-issued laptop provided.

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Management and Manufacturing
• Industries: Home Health Care Services

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