Senior Care Support Specialist - Remote & Impact

Maven Clinic; North Carolina; Hybride; USD 45 000 - 70 000; Plein temps

Avantages offerts par ce poste

Equity

Benefits package

Hybrid work

Professional development stipend

401K matching

Résumé du poste

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, bringing deep product knowledge and ownership over complex workflows.

This role sits within Tier 2 (Specialized) with cross-functional responsibilities including AI QA, bug triage, and emerging work streams as Maven's support evolves. Our Care Support team serves Maven members 7 days a week across multiple channels.

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 working in a tiered support or escalation-focused environment preferred, not required.

Responsabilités

• 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 and surface trends to managers and team leads.
• 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 collaboration.

Connaissances

Customer service

Phone support

Live chat

Remote work

QA processes

Mentoring

Outils

Zendesk

Slack

Google Workspace

Description du poste

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, bringing deep product knowledge and ownership over complex workflows.

This role sits within Tier 2 (Specialized) with cross-functional responsibilities including AI QA, bug triage, and emerging work streams as Maven's support evolves. Our Care Support team serves Maven members 7 days a week across multiple channels.