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.

About the Role

We are looking for a highly empathetic and proactive Family Care Associate to serve as a primary point of contact for caregivers and families. This role is heavily communication-focused and requires someone who thrives in a fast-paced environment, can independently manage responsibilities, and is comfortable handling high volumes of calls, texts, and follow-ups.

The ideal candidate is organized, adaptable, emotionally intelligent, and able to maintain professionalism while supporting caregivers through day-to-day concerns and escalations. This is a client-facing role that requires excellent English communication skills and a strong sense of accountability.

Key Responsibilities

• Serve as the primary point of contact for parents and caregivers via phone, text, and email

• Handle inbound calls and follow-up communications with caregivers and families

• Conduct approximately 180 calls per month while maintaining a high level of service

• Provide timely, empathetic, and professional responses to caregiver and parent concerns

• Coordinate caregiver updates, requests, and feedback with the internal care team

• Maintain accurate documentation of interactions and updates within internal systems

• Ensure caregivers and families receive clear communication and ongoing support throughout their experience

• Manage multiple conversations, follow-ups, and tasks simultaneously

• Monitor caregiver concerns and ensure issues are properly addressed and communicated internally

• Adapt quickly to new processes, workflows, and operational changes

The Requirements

• 3+ years of experience in call management, customer support, call centers, or high-volume communication roles

• 1+ year of experience in the medical, healthcare or caregiving industry experience

• Experience handling escalations and difficult conversations professionally

• Experience working in caregiver support, care coordination, or healthcare operations

• Previous experience as a Team Lead, SME, or escalation support representative

• Familiarity with Dialpad or similar calling systems

• Experience in high-volume client-facing communication environments

• Strong verbal and written English communication skills with a neutral or understandable accent

• Comfortable working independently with minimal supervision

• Highly organized with strong follow-through and task management skills

• Ability to multitask and prioritize effectively in a fast-paced environment

• Strong empathy and emotional intelligence, particularly when dealing with caregivers and families

• Positive, can-do attitude with a willingness to learn and adapt

• Open to constructive feedback and continuous improvement

• Must be able to work 8:00 AM – 4:00 PM EST schedule, Monday to Friday

• Strong adaptability and willingness to learn new processes quickly

Benefits:

• 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.

We are an equal opportunity employer and welcome applicants from all backgrounds, consistent with applicable laws. Employment is contingent upon successful completion of a background check, satisfactory references, and any required documentation.

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.