Care Specialist, USAR- Bilingual

Looking for a Care Specialist who can speak Spanish and English fluently.

About Upwards:

Upwards is a fast-growing Los Angeles-based startup transforming childcare in the United States. Backed by top investors and VCs, we’re making childcare accessible to all families by connecting parents, caregivers, employers, and governments to offer benefits programs that meet ever-evolving family needs.

It is our mission to make childcare affordable and accessible for all.

The role of a Care Specialist, USAR:

As the Care Specialist, USAR, you play a central role in our organization, serving as the crucial link between parents in the military seeking childcare with licensed in-home daycare providers within our Upwards Marketplace network.

As the first contact with our parents, you will communicate effectively via phone, email, and text messages, guiding families through their childcare benefits and identifying their unique childcare needs. Your compassionate approach and expert guidance will help families navigate this journey, leading them to discover the most suitable daycare provider that fulfills their requirements. We prioritize exceptional customer service, ensuring every interaction with our parents is a positive and supportive experience.

Simultaneously, you will be the primary point of contact for our licensed in-home daycare providers. In this dynamic role, you will engage with providers via phone, email, and text messages, showcasing the benefits of joining our flourishing Upwards Marketplace network. Your ability to build strong relationships and effectively convey the advantages of joining our network will be pivotal in driving its growth and success. You will encourage providers to become integral contributors, fostering a sense of community and collaboration within our network.

If you are passionate about connecting families with the best childcare solutions and nurturing relationships with dedicated daycare providers, we invite you to join our team and make a meaningful impact on the lives of parents, providers, and children.

In this role, you will:

Onboarding and Enrollment Expertise:

Become proficient in the process of enrolling licensed daycare providers into the Upwards network. Utilize this expertise to guide daycare providers through the onboarding process, ensuring a seamless experience similar to your own journey. For parents and families, facilitate the enrollment process by guiding them from the initial inquiry to completing online forms, ultimately matching them with the ideal childcare provider within our network.

Provider and Parent Support:

Serve as the go-to expert for licensed daycare providers and parents/families alike regarding childcare benefits. Address inquiries, concerns, and special requests promptly and with exceptional customer service, fostering a sense of confidence and trust in Upwards. Assist daycare providers in understanding their needs and preferences, employing a needs-assessment approach. For parents, support them by understanding their childcare requirements through thoughtful questions, recommending providers that align with their needs, and ensuring a smooth enrollment journey.

Workload Management and Optimization:

Efficiently manage the enrollment process for both daycare providers and parents. Keep track of progress, manage multiple enrollment cases, and maintain detailed records. Analyze enrollment metrics to evaluate the process, identify areas for improvement, and implement changes for enhanced efficiency and quality. Be adaptable and responsive to the dynamic nature of the program, swiftly implementing necessary adjustments and ensuring flexibility in the face of change.

Special Cases and Attention to Detail:

Handle special requests and unique cases by liaising with relevant parties, ensuring that every enrollment process is smooth and tailored to individual needs. Pay meticulous attention to details, ensuring accuracy and completeness throughout the enrollment journey for both providers and families.

In this role, your expertise and adaptability will be crucial in creating a positive experience for both licensed daycare providers and parents/families, contributing significantly to the growth and success of Upwards.

We are looking for a candidate that has:

• Bilingual: Strong communication skills in both Spanish and English.
• Work Experience: 2+ years in account management, customer service, or another customer-facing role.
• Tech Experience: We are a tech company, after all, so we are familiar with Google Suite, Dialpad, CRM, and Freshdesk.
• Attention to Detail: Strong attention to detail and also the ability to zoom out and see the macro picture.
• Customer Service: This position is on the phone with parents; strong customer service experience is important for this role.
• Education: Bachelor’s Degree from a university.

What the Interview Process will look like:

• 1st Interview: Human Resources Manager, Austin (15-Minutes)
• 2nd Interview: Provider Growth Associate, Gabee (45-Minutes)
• 3rd Interview: Live Challenge with Vice President of Business Development, Jessa (30-Minutes)

Let’s talk about the perks at Upwards:

• Salary Range: $65,000
• Comprehensive Benefits – Medical, Vision, Dental, Short and Long Term Disability.
• Parent Leave – Upwards provides a generous 8-week parental leave!
• Monthly Fringe Benefits – Pick something fun for yourself!
• 401K with a 3% Match – You invest in us, we are going to invest in your future.
• Flexible Paid Time Off – We encourage you to take time for yourself.
• Equity – We want our employees to be stakeholders.
• Paid access to co-working spaces – Come join us at WeWork!
• Stipend to outfit your home office – We are 100% remote, so find that comfy chair!
• Yearly professional development stipend – We support career development for all employees.

Compensation determinations rely on various factors, encompassing the position level, the individual’s skills, knowledge, and capabilities, the location of the role, internal fairness considerations, and alignment with market data.

$65k