Senior Care Support Specialist (Remote, Equity Eligible)

Maven Clinic; Alton (IL); Teletrabalho; USD 55 000 - 75 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Equity share

Benefits

Resumo da oferta

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.

This role sits within Tier 2 (Specialized) and involves cross-functional responsibilities such as AI quality assurance and bug triage. Our Care Support team assists Maven members 7 days a week.

Qualificações

• 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 is a plus.
• Experience working in a tiered support or escalation-focused environment is a plus.

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.

Conhecimentos

Customer service

Remote work

Communication

Ferramentas

Zendesk

Slack

Google Workspace

Descrição da oferta de emprego

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.

This role sits within Tier 2 (Specialized) and involves cross-functional responsibilities such as AI quality assurance and bug triage. Our Care Support team assists Maven members 7 days a week.