Customer Care Representative
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Job summary
The ideal candidate communicates naturally and compassionately, pays close attention to details, and can confidently manage multiple conversations without making families feel rushed or overlooked.
Experience Level:
Mid level
Experience Length:
7 years
Language Requirement:
English
Working Hours:
Full Time - 8 to 5
Applicant Location:
Remote (Work From Home), Kenya
Job descriptions & requirements
Company: Doulas By The Bay
Location: California
Schedule: Full-time, California hours
Position Summary
We are looking for a warm, dependable, and highly organized Customer Care Representative to support families throughout their journey with Doulas By The Bay.
The Customer Care Representative is often the first person a family speaks with, so this role is essential to creating a welcoming and trustworthy experience. You will
respond to inquiries, answer questions, qualify potential clients, coordinate consultations and doula interviews, complete timely follow-ups, support onboarding, and check in with families after services begin.
The ideal candidate communicates naturally and compassionately, pays close attention to details, and can confidently manage multiple conversations without making families feel rushed or overlooked.
Key Responsibilities
Respond promptly and professionally to inquiries received by phone, email, text message, WhatsApp, and other company communication channels.
Communicate with families in a warm, respectful, concise, and personalized manner.
Ask thoughtful questions to understand the family’s due date or baby’s age, location, preferred type of support, schedule, and payment or insurance needs.
Answer general questions about birth doula, postpartum day, overnight newborn, lactation, and parent education services.
Help families understand the next steps without using high-pressure sales language.
Ask clients whether they prefer to continue communicating by text, phone, or email.
Qualifications
7 years of Previous customer service, administrative, scheduling, or client care experience.
Excellent written and verbal communication skills.
Ability to communicate with warmth and professionalism during sensitive or emotional situations.
Strong organizational and time-management skills.
Demonstrated ability to complete follow-ups consistently and on time.
Ability to manage a high volume of messages and multiple client cases simultaneously.
Strong attention to detail, especially when handling names, dates, schedules, service packages, and financial information.
Ability to work independently while remaining responsive to managers and team members.
Comfortable learning and using Google Workspace, email, Zoom, messaging platforms, spreadsheets, CRM systems, and scheduling tools.
What Success Looks Like in This Role
A successful Customer Care Representative:
o Makes every family feel welcomed, heard, and respected.
o Responds to inquiries and completes follow-ups in a timely manner.
o Provides accurate information and avoids making unverified promises.
o Keeps detailed and reliable client records.
o Identifies and escalates client concerns early.
o Maintains strong communication with sales, scheduling, billing, and management.
o Helps create a consistent and supportive client experience from the first inquiry through the completion of care.
How to Apply
Please submit your résumé to Shakila at shakila@doulasbythebay.com. In your email, briefly share why you are interested in the Customer Care Representative position.
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