Senior Care Support Specialist - Remote & Impact

Maven Clinic; Texas; Hybrid; USD 52,000 - 70,000; Full time

Benefits offered by this job

Equity

Hybrid work

Professional development stipend

401K matching

Job summary

Maven Clinic is seeking a full-time Senior Care Support Associate to join our Care Support team. Senior Associates handle nuanced member inquiries, own complex workflows, and contribute to AI QA, bug triage, and cross-functional initiatives.

Our Care Support operates seven days a week with flexible shifts ET, supporting enrollment, appointments, and pharmacy coordination across messaging, phone and live chat. Equity and benefits are offered.

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).
• Experience with QA processes or reviewing support interactions for quality (preferred).
• Experience working with Zendesk, Slack, and Google Workspace (preferred).
• Experience working in a tiered support or escalation-focused environment (preferred).

Responsibilities

• Serve as first point of contact and deliver exemplary service to 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

Phone support

Live chat

Messaging

Remote work adaptability

Pharmacy coordination

QA processes

Escalation handling

Tools

Zendesk

Slack

Google Workspace

Job description

Maven Clinic is seeking a full-time Senior Care Support Associate to join our Care Support team. Senior Associates handle nuanced member inquiries, own complex workflows, and contribute to AI QA, bug triage, and cross-functional initiatives.

Our Care Support operates seven days a week with flexible shifts ET, supporting enrollment, appointments, and pharmacy coordination across messaging, phone and live chat. Equity and benefits are offered.