Member Care Expert – Japanese

Progyny, Inc.

Member Care Expert providing exceptional support to members navigating fertility and family-forming journeys. Involves onboarding, consultations, and addressing inquiries in Japanese.

Posted 7/16/2026full-timeRemote • 🇯🇵 JapanMid-LevelSenior💰 €45,000 - €50,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates exceptional customer service and interpersonal skills, with a strong focus on empathy and adaptability in supporting members through fertility and family-forming journeys. Possesses a background in healthcare and is fluent in English and Japanese, with a commitment to diversity and inclusion.

Highest-signal resume keywords

Customer Service SkillsEmpathyOrganisational SkillsHealthcare BackgroundFluency in English and Japanese

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

Interpersonal SkillsCompassionate ApproachAttention to DetailProactive MindsetCollaborative Spirit

Industry Keywords

FertilityAdoptionSurrogacyConcierge SupportKnowledge DatabasesCountry-Specific LegislationMedical LandscapesDiversity & InclusionFamily-Forming JourneysCustomer Care

About the role

Key responsibilities & impact

As a Member Care Expert, you will be responsible for providing exceptional support to our members throughout their fertility and family-forming journeys.
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.
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 our platform’s knowledge databases with the latest information on relevant healthcare practices and legal frameworks.

Requirements

What you’ll need

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 (e.g. fertility nurse, midwife, or 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 and in Japanese. Additional languages are a strong plus.

Benefits

Comp & perks

Competitive salary: Annual gross salary range: €45,000 – €50,000 (based on experience)
Annual performance-based bonus
Access to the Progyny Global platform + €5,000 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