Customer Success Lead - FCA

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. The Role Work Schedule: Monday to Friday 8:00 AM - 4:00 PM Mountain Time The Family Care Associate leads and supports families throughout their entire care journey—from onboarding to ongoing engagement. This role ensures families feel confident, informed, and cared for at every step. Act as a trusted partner and advocate, guiding caregivers through onboarding, training, and Medicaid certification while maintaining compliance and accurate documentation. Through proactive communication, empathy, and problem-solving, you’ll help families overcome challenges and stay engaged in their care plans. Beyond individual support, you’ll foster community by organizing caregiver events and peer connections, strengthening trust and belonging across the network.

Key responsibilities:

Lead the Family Care Journey. Take full ownership of the family care experience—from initial onboarding through ongoing engagement. You’ll set clear expectations, build trust, and collaborate closely with our clinical team to ensure every family feels confident and supported throughout their care journey. Empower and Uplift Families. Be a steady, compassionate guide for caregivers navigating the complexities of home-based care. You’ll serve as their strongest advocate—celebrating milestones, offering encouragement, and providing reassurance during challenging moments. Your empathy and reliability will leave a lasting impact. Be a Trusted Coach and Partner. Support families through onboarding, training, and Medicaid certification. You’ll help collect required documentation, simplify program navigation, and clearly communicate each step of the compliance process to ensure nothing falls through the cracks. Provide Consistent Support and Accountability. Maintain regular contact with caregivers through proactive check-ins, timely reminders, and thoughtful problem-solving. You’ll help families overcome common barriers—whether it’s paperwork delays, compliance questions, or program misunderstandings—with clarity and care. Foster Community and Connection. Create meaningful opportunities for caregivers to connect and thrive. From peer support groups to caregiver events, you’ll lead initiatives that reduce isolation and strengthen the sense of community within our network. Keep the Details Aligned. Ensure accurate documentation and seamless communication across internal systems. You’ll play a key role in coordinating efforts between families, clinical teams, and support staff—keeping everyone informed and aligned. The Requirements Must be fluent in English Must be a graduate of at least an Associate or Bachelor’s degree Proficiency in Salesforce is required. Technically proficient and able to navigate CRMs, spreadsheets, and internal systems with ease. 3+ years of experience in customer support or other customer-facing roles such as Client Onboarding, Customer Success, or similar positions where communication and care are key. Proven ability to communicate with empathy and clarity, especially in emotionally sensitive or high-stress situations, across phone, email, and SMS. Comfortable managing high volumes of inbound and outbound communication in a fast-paced, mission-driven environment. Strong organizational skills with a sharp attention to detail when handling documentation, deadlines, and follow-ups. Experience supporting families or individuals through program onboarding, credentialing, or Medicaid/state healthcare processes is a plus. Compassionate, resourceful, and resilient—you’re the kind of person who shows up when others need support the most. A proactive team player who thrives in collaborative, people-centered environments and is passionate about making a meaningful difference. Our Values 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?”

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.

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.

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.

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.

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.