Family Care Associate

Abby Care is looking for a Family Care Associate to serve as the frontline point of contact for our families. In this role, you will deliver exceptional multi-channel support—via phone, text, and email—while acting as the bridge between caregivers and our internal clinical teams. The ideal candidate blends strong customer support experience and empathetic communication with the proactive drive needed to guide caregivers through onboarding, keep documentation on track, and seamlessly coordinating projects in a fast-paced environment. While healthcare experience is a plus, your ability to build trust, multitask, and advocate for families is what matters most.

This is a Full-Time Hybrid opportunity based in Braintree, MA.

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

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

• Handle inbound calls and follow-ups

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

• Maintain accurate documentation of interactions and updates in internal systems

• Ensure caregivers receive clear information and support throughout their experience

• Manage multiple conversations and tasks simultaneously while maintaining a high level of service

• Act as a trusted guide and advocate for families, helping them navigate complex healthcare and training processes with empathy, clarity, and encouragement.

• Uplift and empower caregivers throughout their journey, providing motivation, support, and reassurance during both challenging and successful moments

• Bachelor’s degree in Healthcare Administration, Business Operations, Public Health, or a related discipline strongly preferred.

• Minimum of 1+ years of experience in a fast-paced tech startup, customer operations, or high-volume account coordination environment.

• Proven experience handling phone-based customer interactions

• Excellent verbal and written communication skills

• High level of empathy and ability to communicate with care and patience

• Strong multitasking and organizational skills

• Spanish fluency preferred, given the population served

• Experience in healthcare or healthcare-related services

• Familiarity with Salesforce, phone systems, or similar CRM systems

• Experience working in a startup or fast-changing environment