Senior Care Support Pro — Remote, Tier 2

Maven Clinic; Hawaii; A distancia; USD 25.000 - 39.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Equity

Remote work

Health benefits

Descripción de la vacante

Maven Clinic, the world’s largest virtual clinic for women and families, seeks a Senior Care Support Associate to join our Care Support team. This full-time role sits in Tier 2 (Specialized) and includes cross-functional responsibilities like AI quality assurance and bug triage.

Our Care Support team serves members 7 days a week with ET-shift options. You’ll help with enrollment, appointment booking, and care coordination while collaborating with operations and product teams to improve workflows.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Phone support

Live chat

Messaging

Remote work

QA basics

Tiered support

Mentoring

Zendesk

Slack

Google Workspace

Herramientas

Zendesk

Slack

Google Workspace

Descripción del empleo

Maven Clinic, the world’s largest virtual clinic for women and families, seeks a Senior Care Support Associate to join our Care Support team. This full-time role sits in Tier 2 (Specialized) and includes cross-functional responsibilities like AI quality assurance and bug triage.

Our Care Support team serves members 7 days a week with ET-shift options. You’ll help with enrollment, appointment booking, and care coordination while collaborating with operations and product teams to improve workflows.