Job Vacancy at Cleo - EMEA Guide (Contract) 2022

Job Vacancy at Cleo - EMEA Guide (Contract) 2022


Job Vacancy at Cleo - EMEA Guide (Contract)

About Cleo:

At Cleo, we make a real impact by doing work that matters: helping families be their best at home and at work.

Cleo is a family benefits platform that picks up where the healthcare system leaves off. We combine the expertise of our team of guides and specialists – parent and maternity coaches, doulas, lactation consultants, sleep experts, and more! – with a powerful technology platform that helps every working parent succeed as they grow both their families and their careers.

Offered by over 100 leading employers, including global Fortune 500 leaders and industry innovators like Box, Chegg, Niantic, and Zenefits, and backed by NEA, Greylock and Felicis, we’re expanding our offerings and our team to meet the growing demand of employers, parents, and the healthcare sector and are looking for experienced and passionate team members like you to join us!

Title: Guide

As a Cleo Guide, you’ll have the opportunity to make a huge impact and create long-term relationships with members throughout the various stages of parenthood, from considering to expecting parents through school age. You will work remotely and collaboratively with a team of talented and passionate care professionals who will innovate and challenge the current state of health care, and support families as they navigate work-life and parenthood. If you are an empathetic professional (doula, lactation consultant, parenting coach, sleep coach, early childhood specialist, social worker, therapist, fertility coach, nurse, midwife, etc) who is ready to challenge the current state of health care and the way that people consume information about pregnancy and parenting, then this opportunity would be a great fit for you.


This is a flexible, independent contractor role, with hours ranging between 15-30 hours/week. Preference for candidates with fluency in French, Portuguese, and/or Spanish. In this role, you will assist members as they navigate preparing for pregnancy, their pregnancies, and parenthood; connect them with local community resources; refer them to Cleo’s network of specialized experts; and deliver high-quality support to ensure that every member’s needs are met. You get to create relationships with your members that are based on trust, knowledge, and non-judgemental support.

Responsibilities include:

  • Provide premium service to our member by providing guidance through Cleo’s various service offerings or helping to direct and navigate families to their other healthcare and related benefits
  • Seek guidance when support and member needs fall outside of your scope of expertise. Escalate any urgent and emergency issues
  • Support the improvement of Cleo’s product, service, and growth through delivering insights, feedback, and expertise
  • Provide completion of administrative and supplemental activities, such as maintenance of member records, plans, and data in our proprietary system

About you:

  • You have 3+ years of experience in providing support to families around fertility, pregnancy, postpartum and/or parenting. Examples: Birth Doula and/or Postpartum Doula, Certified Lactation Education Counselor (CLEC), International Board Certified Lactation Consultant (IBCLC), parenting coach, sleep coach, early childhood educator, behavioral specialist, or therapist
  • You are comfortable supporting members from pregnancy through childhood, collaborating with expert support team members for any questions that fall outside of your scope of knowledge
  • Must be fluent in Spanish/English, Portuguese/English, or French/English, using all methods of communication including ability to read and write
  • You are a creative problem solver, who can think critically, and make decisions with a high degree of autonomy
  • Have the ability to take initiative and exercise independent judgment to provide evidence-based support to members
  • Are a clear and concise communicator, solutions-oriented, able to tackle challenges with creative thinking, with a willingness to go above and beyond for members
  • You are able to apply insight and understanding about emotions and human responses to create and maintain positive interpersonal interactions, including when members may be dealing with trauma, disabilities or other challenging situations, with an inclusive mindset and approach
  • Bonus: You have experience supporting people in navigating preconception and/or infertility
  • You are comfortable with professional software such as Google Drive, chat-based team collaboration apps such as Slack, and have experience using Google Calendar in a professional environment. You feel confident in your abilities to learn new systems and adapt to changing workflows. We are a health tech startup!

Desired Competencies:

  • Adaptability & Flexibility: Can adapt to a rapidly changing environment, can constructively create opportunities for change through active participation, and address new challenges
  • Member Focused: Challenge and support development of your team to prioritize member’s needs; while delivering individually tailored solutions. Developing rapport and strong relationships with member, your team, and cross-functional team members
  • Decision-Making: Gather information necessary to make decisions. Think through problems clearly and logically. Are decisive and don’t procrastinate on decisions once there is clarity on appropriate next steps
  • Business Expertise: Help to improve the member experience via feedback on services and available technology. Provide key feedback on member experience to help our cross-functional team build and further develop key features
  • Communication: Listen well, express verbal and written ideas fluently and logically, are open to giving and receiving feedback, and can be depended on for truthfulness and integrity
  • Results-Oriented: Are goal-directed, focused, and accountable for meeting commitments, while also recognizing the contributions of peers
  • Technical Expertise: Can comfortably acclimate to new technology systems and platforms and exhibits technical proficiency.

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