Customer Success - 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

Work Schedule: Tuesday–Saturday (Days Off: Sunday & Monday) 9:00 AM – 5:00 PM (Fully remote)

This role requires full dedication during scheduled Abby Care working hours, with complete focus on supporting our families. You will drive family growth by engaging prospective families, making outbound calls daily, and guiding them confidently through the qualification process. You’ll manage and optimize the pipeline to exceed growth goals while improving processes for scale. Above all, you’ll serve as a trusted advocate, helping families navigate the complexities of healthcare with empathy, clarity, and unwavering support.

Key Responsibilities

• Drive Family Growth. Make 50–80 outbound calls daily to prospective families in designated markets, clearly communicate the value of our program, and guide them through the qualification process with confidence and care.
• Manage and Optimize the Pipeline. Move families efficiently through each stage of the funnel, consistently working to exceed growth targets while improving processes for scalability and operational excellence.
• Advocate for Families. Serve as a trusted guide, supporting families as they navigate complex healthcare systems with empathy, encouragement, and proactive follow-through.
  
  

• Must be fluent in English
• Proficiency in Salesforce is required.
• Technically proficient and able to navigate CRMs, spreadsheets, and internal systems with ease.
• 3+ years of experience in customer support or other customer-facing roles such as Client Onboarding, Customer Success, or similar positions where communication and care are key.
• Proven ability to communicate with empathy and clarity, especially in emotionally sensitive or high-stress situations, across phone, email, and SMS.
• Comfortable managing high volumes of inbound and outbound communication in a fast-paced, mission-driven environment.
• Strong organizational skills with a sharp attention to detail when handling documentation, deadlines, and follow-ups.
• Experience supporting families or individuals through program onboarding, credentialing, or Medicaid/state healthcare processes is a plus.
• Compassionate, resourceful, and resilient—you’re the kind of person who shows up when others need support the most.
• A proactive team player who thrives in collaborative, people-centered environments and is passionate about making a meaningful difference.
  
  

• 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?”
• 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.
• 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.
• 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.
• 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.
  
  

• 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.