Senior Care Support Associate

Maven Clinic is the world's largest virtual clinic for women and families on a mission to make healthcare work for all of us. Through Maven Enterprise, the company partners with more than 2,300 employers and health plans to provide end-to-end women's and family health programs spanning fertility and family building, maternity and newborn care, parenting and pediatrics, and menopause and midlife - improving clinical outcomes, reducing healthcare costs, and expanding equitable access to high-quality care ough its consumer platform, Maven provides direct access to virtual care across 30+ specialties, as well as dedicated hormone and GLP-1 care programs purpose-built for women.

Founded in 2014 by CEO Kate Ryder, Maven Clinic has raised more than $425 million from leading healthcare and technology investors including General Catalyst, Sequoia, Dragoneer Investment Group, Oak HC/FT, Step Stone Group, Icon Ventures, and Lux Capital. com

• Fortune Best Workplaces in Health Care (2024)

Maven is looking for a full-time Senior Care Support Associate to join our Care Support team. Senior Associates are the backbone of our specialized support operations - they bring deep product knowledge, ownership over complex workflows, and a commitment to delivering exemplary care to members and providers alike.

This role sits within our tiered support model at Tier 2 (Specialized) and above. In addition to handling nuanced member inquiries, Senior Associates take on cross-functional responsibilities including AI quality assurance, bug triage, and emerging work streams as Maven's support capabilities evolve.

Our Care Support team supports Maven members 7 days a week. The shifts we’re hiring for are listed below in ET.

• Monday
  - Friday, 8:30am - 5pm ET
• Tuesday
  - Saturday, 8:30am - 5pm ET weekdays, 9am - 5:30pm ET Saturday
• Sunday
  - Thursday, 8:30am - 5pm ET weekdays, 9am - 5:30pm ET Sunday

• Serve as first point of contact and deliver exemplary service to our members and providers through multiple channels, including messaging, phone and live chat
• Support members in enrollment, clinic and pharmacy coordination, and booking appointments with providers
• Apply deep product, partnership, and benefits knowledge to navigate nuanced care needs and resolve member escalations
• Handle specialized support work streams including verification calls, Maven partnership inquiries, and clinic support questions
• Support quality assurance processes across Maven products, identifying improvement opportunities and surfacing trends to managers and team leads
• Assist with bug identification and triage in coordination with operations and product teams, surfacing technical issues with clear documentation
• Participate in service recovery processes and contribute to Voice of the Customer feedback loops
• Mentor and support junior associates through knowledge sharing and collaborative problem-solving

2+ years of experience in high-volume customer service settings

• Experience providing support via phone, live chat, and messaging
• Comfortable adapting to shifting priorities in a fast-paced, remote environment
• Experience supporting specialty medications, chronic condition programs, or pharmacy coordination preferred, not required
• Experience with QA processes or reviewing support interactions for quality preferred, not required
• Experience working with Zendesk, Slack, and Google Workspace preferred, not required
• Experience working in a tiered support or escalation-focused environment preferred, not required

You will also be entitled to receive equity and benefits. Maven embraces a flexible and inclusive work environment. Maven is committed to supporting remote team members with the tools and collaborative culture needed to thrive regardless of location.…