Senior Care Support Specialist — Remote & Equity

Maven Clinic; Clayton (MO); Remote; USD 25,000 - 36,000; Full time

Benefits offered by this job

Maven for Mavens: access to the full平台

Whole-self care through wellness伙伴

Hybrid work, in office meals, and work

Annual professional development_stip</

401K matching for US-based employees,

Job summary

Maven Clinic is seeking 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

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 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 members and providers through 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

Customer service

Multichannel support

Remote work

Pharmacy coordination experience

Tools

Zendesk

Slack

Google Workspace

Job description

Maven Clinic is seeking 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