Senior Care Support Specialist - Remote & Equity Eligible

Maven Clinic

Ohio

Remote

USD 25,000 - 39,000

Full time

5 days ago

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Benefits offered by this job

Equity

Remote-friendly benefits

401K matching

Annual professional development stiped

Job summary

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, handling complex workflows and delivering exemplary care to members and providers.

This role sits at Tier 2 (Specialized) and includes cross-functional work such as AI quality assurance, bug triage, and emerging work streams as Maven's support evolves. Our Care Support team serves members 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.

Responsibilities

Serve as first point of contact and deliver exemplary service to members and providers through 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 and clinic support questions.
Support quality assurance processes across Maven products, identifying improvement opportunities and surfacing trends to managers.
Assist with bug identification and triage in coordination with operations and product teams.
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.