Member Care Specialist- Canada (f/m/x) - Part-Time

Job summary

Onboard members and provide personalized, ongoing support through fertility and family-forming journeys, including video consultations, provider recommendations, and responses to member inquiries. Research country-specific medical and legal information, maintain platform knowledge databases, and support translation and localization of benefits.

Job details

This is a 20-hour-per-week, 12-month fixed-term role based in Canada, covering a maternity leave. We’re Progyny Global, part of the Progyny Inc family. Our shared mission? To make fertility and family-forming care accessible everywhere, breaking down barriers so that anyone can start a family, no matter where they are. With Progyny's support, we're set to amplify our impact globally, reaching more individuals and families than ever before. Our goal is to make these journeys smoother and more accessible by offering personalised assistance and expert guidance. We are seeking proactive, empathetic, and detail-oriented individuals to join our team as Member Care Specialist, helping our members navigate their unique fertility and family-forming experiences in their preferred language. To support our global coverage needs, the required working hours are 4:00–8:00 p.m. ET, Monday through Friday, regardless of the team member’s location within Canada. Tasks As a Member Care Specialist, you will be responsible for providing exceptional support to our members throughout their fertility and family-forming journeys. This includes onboarding new members to the Progyny Global benefit, offering guidance on how to best utilise the service based on individual needs, and delivering ongoing concierge-level support. The ideal candidate will possess excellent communication skills, strong organisational abilities, and a passion for helping others in a sensitive and highly personal area of life. Conduct 1:1 video consultations with members, educating them on fertility, adoption, preganancy and menopause topics. Assist members in identifying the right fertility clinic or service provider and provide ongoing concierge support. Address member inquiries, proactively researching and presenting high-quality solutions tailored to their unique needs. Conduct in-depth research on country-specific legislation and medical landscapes related to fertility and family-forming options. Regularly update our platform’s knowledge databases with the latest information on relevant healthcare practices and legal frameworks. Regular support for translation and localization of our benefits Requirements Customer service skills: Exceptional interpersonal skills with the ability to communicate clearly and concisely, both verbally and in writing. Empathy: A compassionate approach, with high emotional intelligence and a genuine passion for helping others through sensitive life stages. Adaptability: Ability to quickly grasp new topics and continuously expand your knowledge in the fields of fertility, adoption, surrogacy, menopause and pregnancy care Organisational skills: Strong attention to detail, excellent prioritization abilities, and the capability to manage multiple projects and deadlines in a fast-paced environment. Collaborative spirit: Ability to work both independently and as part of a team, with a proactive and solutions-oriented mindset. Interest in Diversity & Inclusion: A commitment to supporting individuals from diverse backgrounds, with a specific focus on fertility and family-forming journeys. Preferred Experience A background in healthcare (e.g. fertility nurse, midwife, or related field) is highly desirable. Prior experience in a customer care role is preferred. Bachelor's degree or equivalent work experience. Language Skills Fluent in English and French Benefits Why Join Us 💰 Competitive salary: Annual gross salary range: $38,000 – $42,000 CAD (based on experience) Annual performance-based bonus 🍼 Access to the Progyny Global platform + 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 We believe in equal opportunities. We celebrate diversity and are committed to creating an inclusive environment for all team members. If you're passionate about helping others and want to make a difference in people's fertility and family-forming journeys, we encourage you to apply and join our mission at Progyny Global.

What you’ll do

Onboard members and provide personalized, ongoing support through fertility and family-forming journeys, including video consultations, provider recommendations, and responses to member inquiries. Research country-specific medical and legal information, maintain platform knowledge databases, and support translation and localization of benefits.

Requirements

Candidates should have strong customer service and communication skills, empathy, adaptability, organizational ability, and a commitment to supporting people from diverse backgrounds. Fluency in English and French is required; a healthcare background and prior customer care experience are preferred, along with a bachelor's degree or equivalent work experience.

Benefits

• Annual Performance-Based Bonus
• Access to the Progyny Global Platform and Family-Building Benefit
• Mental Health Sessions and Wellness Support
• Remote Work From Anywhere for 8 Weeks per Year
• Inclusive, Mission-Driven Culture

Listed skills

• Customer service · Preferred
• Organization · Preferred
• adaptability · Preferred
• Attention to detail · Preferred
• Communication · Preferred
• Prioritization · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Service
• Empathy
• Communication
• Organization
• Prioritization
• Research
• Member Support
• Fertility and Family-Forming Care
• Healthcare Knowledge
• Adaptability
• Attention to Detail
• Concierge Support
• Translation and Localization
• Diversity and Inclusion
• English Fluency
• French Fluency

Job areas

• Customer Service & Support
• Healthcare
• Social Services