Senior Care Support Specialist (Remote)

Maven Clinic; Yuma (AZ); Remote; USD 55,000 - 65,000; Full time

Benefits offered by this job

Hybrid work

16 weeks 100% paid parental leave

Professional development stipend

401K matching for US-based employees

In-office meals

Job summary

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 in a remote-capable, US-based role. You will bring deep product knowledge and ownership of complex workflows to deliver exemplary care to members and providers.

This Tier 2+ role handles nuanced inquiries, crosses into QA, bug triage, and emerging work streams as Maven’s support evolves.

Qualifications

• 2+ years in high-volume customer service
• Experience via phone, live chat, and messaging
• Experience in health tech, fertility benefits, or insurance
• Strong written and verbal communication with empathy
• Ability to manage multiple workstreams independently
• Comfort learning and using AI-assisted tools

Responsibilities

• Serve as first point of contact through channels including messaging, phone and live chat
• Support 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

Customer service

Phone & chat support

Health tech experience

Empathy

Remote work adaptability

Organization

Tools

Zendesk

Slack

Google Workspace

Job description

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 in a remote-capable, US-based role. You will bring deep product knowledge and ownership of complex workflows to deliver exemplary care to members and providers.

This Tier 2+ role handles nuanced inquiries, crosses into QA, bug triage, and emerging work streams as Maven’s support evolves.