Senior Care Support Associate - Remote Care Specialist

Maven Clinic; Vermont; A distancia; USD 55.000 - 65.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work

16 weeks paid parental leave

Professional development stipend

401K matching

Descripción de la vacante

Maven Clinic, the world’s largest virtual clinic for women and families, is hiring a Senior Care Support Associate to join our Care Support team. Senior Associates provide expert service to members and providers across channels and handle complex workflows within our Tier 2 (Specialized) support model.

The role includes cross-functional responsibilities such as AI quality assurance, bug triage, and contributing to Voice of the Customer feedback.

Formación

• 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 empathy.
• Ability to manage multiple workstreams in a fast-paced, remote environment.

Responsabilidades

• Serve as first point of contact and deliver exemplary service to members and providers through multiple channels (phone, messaging, live chat).
• Support members in enrollment, clinic and pharmacy coordination, and booking appointments with providers.
• Apply deep product and benefits knowledge to navigate nuanced care needs and resolve escalations.
• Handle specialized support tasks including verification calls and partnership inquiries.
• Participate in QA processes and surface trends to managers and leads.
• Assist with bug identification and triage in coordination with operations and product teams.
• Mentor and support junior associates.

Conocimientos

Customer service

Phone support

Live chat

Strong written communication

Remote work adaptability

Herramientas

Zendesk

Slack

Google Workspace

Descripción del empleo

Maven Clinic, the world’s largest virtual clinic for women and families, is hiring a Senior Care Support Associate to join our Care Support team. Senior Associates provide expert service to members and providers across channels and handle complex workflows within our Tier 2 (Specialized) support model.

The role includes cross-functional responsibilities such as AI quality assurance, bug triage, and contributing to Voice of the Customer feedback.