Senior Care Support Specialist — Remote & Equity

Maven Clinic; Maryland; A distancia; USD 52.000 - 68.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Maven for Mavens: platform access and

Wellness partnerships

Hybrid work, in-office meals, and work

Annual professional development stiped

401K matching for US-based employees

Descripción de la vacante

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

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.

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

Customer service

Remote work

Multichannel support

QA experience

Herramientas

Zendesk

Slack

Google Workspace

Descripción del empleo

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