Senior Care Support Associate

Maven Clinic; Texas; Hybrid; USD 52,000 - 70,000; Full time

Benefits offered by this job

Equity

Hybrid work

Professional development stipend

401K matching

Job summary

Maven Clinic is seeking a full-time Senior Care Support Associate to join our Care Support team. Senior Associates handle nuanced member inquiries, own complex workflows, and contribute to AI QA, bug triage, and cross-functional initiatives.

Our Care Support operates seven days a week with flexible shifts ET, supporting enrollment, appointments, and pharmacy coordination across messaging, phone and live chat. Equity and benefits are offered.

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).
• Experience with QA processes or reviewing support interactions for quality (preferred).
• Experience working with Zendesk, Slack, and Google Workspace (preferred).
• Experience working in a tiered support or escalation-focused environment (preferred).

Responsibilities

• Serve as first point of contact and deliver exemplary service to 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

Remote work adaptability

Pharmacy coordination

QA processes

Escalation handling

Tools

Zendesk

Slack

Google Workspace

Job description

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 at scale. Through 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, StepStone Group, Icon Ventures, and Lux Capital. com

• Fortune Best Workplaces in Health Care (2024)

Job Summary

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 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

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

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. This policy reflects our belief that great work can happen anywhere and that flexibility enables our team to do their best work.

If you do not have experience in all of the areas detailed above, we hope that you will share your unique background with us in your application and how it can be additive to our teams.

Benefits

Our benefits are designed to support your health, well-being and career development, helping you thrive both personally and professionally. On top of standards such as employer-covered health, dental, and insurance plan options, we offer an inclusive approach to benefits:

• Maven for Mavens: access to the full platform and specialists, including care for mental health, reproductive health, family planning and pediatrics.
• Whole-self care through wellness partnerships
• Hybrid work, in office meals, and work together days
• Annual professional development stipend and access to a personal career coach through Maven for Mavens
• 401K matching for US-based employees, with immediate vesting

These benefits are applicable to Maven Clinic Co., US-based, full-time employees only. 1099/Contract Providers are ineligible for these benefits.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Maven is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.

Maven Clinic interview requests and job offers only originate from an @mavenclinic. Maven Clinic will never ask for sensitive information to be delivered over email or phone. If you receive a scam issue or a security issue involving Maven Clinic please notify us at: security@mavenclinic.