Senior Care & Member Experience Specialist

Maven Clinic; Maine; Remote; USD 42,000 - 56,000; Full time

Benefits offered by this job

Equity and Benefits

Remote-friendly

Job summary

Maven Clinic in the United States is seeking a full-time Senior Care Support Associate to join our Care Support team. Senior Associates provide deep product knowledge, own complex workflows, and deliver exemplary care to members and providers alike.

The role sits at Tier 2 (Specialized) and includes cross-functional tasks such as AI quality assurance, bug triage, and evolving work streams as Maven expands its support capabilities.

Qualifications

• 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

Responsibilities

• 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 workstreams 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

Skills

Phone support

Live chat

Messaging

QA processes

Zendesk/Slack/Google Workspace

Tiered support

Tools

Zendesk

Slack

Google Workspace

Job description

Maven Clinic in the United States is seeking a full-time Senior Care Support Associate to join our Care Support team. Senior Associates provide deep product knowledge, own complex workflows, and deliver exemplary care to members and providers alike.

The role sits at Tier 2 (Specialized) and includes cross-functional tasks such as AI quality assurance, bug triage, and evolving work streams as Maven expands its support capabilities.