Senior Care Support Specialist - Remote + Equity

Maven Clinic; Crystal Bay (NV); Hybrid; USD 52,000 - 70,000; Full time

Benefits offered by this job

Equity

Benefits

Hybrid work

Job summary

Maven Clinic is seeking a full-time Senior Care Support Associate to join our Care Support team. You will join a tiered support model delivering exemplary service to members and providers via phone, live chat, and messaging.

This role includes cross-functional responsibilities like AI quality assurance, bug triage, and emerging work streams as Maven evolves. Our Care Support team operates 7 days a week with ET shifts.

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.
• Remote work-friendly with a flexible and inclusive environment.

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

Adaptability

Pharmacy coordination

QA processes

Tiered support

Tools

Zendesk

Slack

Google Workspace

Job description

Maven Clinic is seeking a full-time Senior Care Support Associate to join our Care Support team. You will join a tiered support model delivering exemplary service to members and providers via phone, live chat, and messaging.

This role includes cross-functional responsibilities like AI quality assurance, bug triage, and emerging work streams as Maven evolves. Our Care Support team operates 7 days a week with ET shifts.