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. Recognized for innovation and industry leadership, Maven has been named to the TIME
100 Most Influential Companies, CNBC Disruptor 50, Fast Company's Most Innovative Companies, and FORTUNE Best Places to Work. Learn more at

• Fortune Change the World (2024)
• CNBC Disruptor 50 List (2022, 2023, 2024)
• Fortune Best Workplaces for Millennia ls (2024)
• Fortune Best Workplaces in Health Care (2024)
• Fast Company Most Innovative Companies (2020, 2023)

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

• 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
• Experience in the health tech, fertility benefits, or insurance space
• Strong written and verbal communication skills with a high degree of empathy
• Strong organizational skills, attention to detail, and the ability to independently manage multiple work streams
• Comfortable adapting to shifting priorities in a…