Member Care Specialist- Canada (fmx) Part-Time

This is a 20-hour-per-week 12-month fixed-term role based in Canada covering a maternity leave.

Were 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 Progynys support were 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 4:008:00 p.m. ET Monday through Friday regardless of the team members location within Canada.

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 platforms knowledge databases with the latest information on relevant healthcare practices and legal frameworks.
• Regular support for translation and localization of our benefits

• 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.
• Bachelors degree or equivalent work experience.

Language Skills

• Fluent in English.
• Fluency in Canadian French particularly Québec French is a strong asset.

Why Join Us

• Competitive salary: Annual gross salary range: $38000 $42000 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 youre passionate about helping others and want to make a difference in peoples fertility and family-forming journeys we encourage you to apply and join our mission at Progyny Global.