Senior Care Support Specialist - Remote + Equity

Maven Clinic; Missouri; Hybrid; USD 48,000 - 60,000; Full time

Benefits offered by this job

Equity

Health benefits

Remote-friendly culture

Professional development stipend

401K matching

Job summary

Maven Clinic, the world’s largest virtual clinic for women and families, is seeking a full-time Senior Care Support Associate to join our Care Support team. This role sits in Tier 2 (Specialized) and includes cross-functional duties like AI quality assurance and bug triage.

Our Care Support team serves members 7 days a week across multiple shifts ET. The position emphasizes high-volume, multi-channel support—phone, live chat, and messaging—alongside enrollment, clinic and pharmacy coordination,

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

Skills

Customer service

Communication

Remote work experience

Problem solving

Tools

Zendesk

Slack

Google Workspace

Job description

Maven Clinic, the world’s largest virtual clinic for women and families, is seeking a full-time Senior Care Support Associate to join our Care Support team. This role sits in Tier 2 (Specialized) and includes cross-functional duties like AI quality assurance and bug triage.

Our Care Support team serves members 7 days a week across multiple shifts ET. The position emphasizes high-volume, multi-channel support—phone, live chat, and messaging—alongside enrollment, clinic and pharmacy coordination,