Senior Care Support Specialist - Remote + Equity

Maven Clinic

Kansas

Hybrid

USD 42,000 - 65,000

Full time

6 days ago

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Benefits offered by this job

Hybrid work

In-office meals

Work together days

Annual professional development

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 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 responsibilities including AI quality assurance, bug triage, and

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.

Responsibilities

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.