Member Care Expert Mandarin (f/m/x) Berlin (Part-time)

We’re Apryl, 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 a proactive, empathetic, and detail-oriented individual to join our team as a Member Care Expert, helping our members navigate their unique fertility and family-forming experiences.

As a Member Care Expert, you will be responsible for providing exceptional support to Apryl members throughout their fertility and family-forming journeys. This includes onboarding new members to the Apryl 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, and surrogacy topics.
• Assist members in identifying the right fertility clinic or service provider, schedule appointments, 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 Apryl’s knowledge databases with the latest information on relevant healthcare practices and legal frameworks.

• 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, and surrogacy.
• 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, human services, or a 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 (written and verbal communication).
• Must be fluent in Mandarin.
• Additional regional languages are a plus.

Other Requirements

• You are willing to work flexible hours to accommodate members in different time zones around the world.
• This position requires on-site presence in our Berlin office
• You are eligible to work within the EU

• Annual gross salary range for Berlin-based applicants: €22,000 – €24,000
• Bonus program and company equity
• Fertility & family building benefit: Get access to our Apryl Platform and a 5.000€ benefit budget
• Mental health benefit: Access to 1:1 sessions with experienced psychologists & in-app training & tools from Nilo Health
• Sustainable mobility benefit: Dance e-bike subscription or monthly public transportation ticket (BVG)
• Hybrid work: Up to 2 days a week work from home
• Remote work: Up to 8 weeks per year

We believe in equal opportunities. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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 Apryl.