Senior Client Support Associate

Maven-Clinic; New York (NY); Hybrid; USD 98,000 - 115,000; Full time

Benefits offered by this job

Hybrid work

Parental leave

Professional development stipend

Career coaching

401K matching

Wellness benefits

Job summary

Maven Clinic is the world’s largest virtual clinic for women and families, offering end-to-end health programs and virtual care across 30+ specialties. The Client Support Specialist role sits on a newly built-out team reporting to the Senior Manager of Client Support and focuses on resolving issues, analyzing trends, and improving client outcomes.

The role requires 4-6 years in a client-facing operations capacity, strong data-driven decision making, and ability to collaborate with Product,

Qualifications

• 4-6 years in a client support, operations, or client-facing ops role.
• Ability to make a reasonable call with incomplete information, and comfortable being wrong sometimes as a result.
• Take direction well, work autonomously, and also push back when something doesn't add up.
• Proven track record independently managing complex, multi-stakeholder projects with measurable outcomes on timeline, quality, and client satisfaction.
• Clear, concise executive communication across written, verbal, and in-the-room settings, with the judgment to know what to escalate, when, and to whom.
• Strong analytical and problem-solving skills, with experience using data to frame decisions and measure impact.
• Experience with escalation, exception handling, or decision-approval workflows.
• Bachelor's degree or equivalent experience.

Responsibilities

• Identify patterns versus one-off issues at the ticket level to surface opportunities in process, product, or specific client relationships.
• Use data and trends to diagnose what's driving issue volume or client friction.
• Monitor and measure performance against key operational KPIs, using data to continuously improve outcomes.
• Identify and fix root causes to reduce overall ticket volume and increase the ability to self-serve across client-facing and operational teams.
• Prioritize across competing demands spanning client issues, custom requests, and performance work, partnering with your manager on what matters most and making sound calls on what to act on now versus later.
• Manage a portfolio of open threads ranging from immediate decisions to early-stage scoping, keeping track of what's waiting on whom at every stage.
• Navigate fluidly between client-facing teams and internal stakeholders, adjusting tone and approach to fit the audience and the ask.
• Own follow-through on every open item until it's actually resolved, driving accountability regardless of how many stakeholders are involved.
• Collaborate with stakeholders across most functions at Maven (Product, Engineering, Clinical, Legal, Finance, etc.), serving as the voice of the client in internal operational conversations.
• As the team grows, help onboard and mentor newer team members.

Skills

Client support

Operations

Stakeholder management

Executive communication

Data analysis

Problem solving

Escalation handling

Autonomy

Education

Bachelor's degree or equivalent experience

Tools

Salesforce

JIRA

Looker

Job description

Maven Clinic is the world's largest virtual clinic for women and families on a mission to make healthcare work for all of us. Through Maven Enterprise, the company partners with more than 2,300 employers and health plans to provide end-to-end women's and family health programs spanning fertility and family building, maternity and newborn care, parenting and pediatrics, and menopause and midlife - improving clinical outcomes, reducing healthcare costs, and expanding equitable access to high-quality care at scale. Through its consumer platform, Maven provides direct access to virtual care across 30+ specialties, as well as dedicated hormone and GLP-1 care programs purpose-built for women. Founded in 2014 by CEO Kate Ryder, Maven Clinic has raised more than $425 million from leading healthcare and technology investors including General Catalyst, Sequoia, Dragoneer Investment Group, Oak HC/FT, StepStone Group, Icon Ventures, and Lux Capital. Recognized for innovation and industry leadership, Maven has been named to the TIME100 Most Influential Companies, CNBC Disruptor 50, Fast Company's Most Innovative Companies, and FORTUNE Best Places to Work. Learn more at mavenclinic.com

An award-winning culture working towards an important mission - Maven Clinic is a recipient of over 30 workplace and innovation awards, including:

• Fortune Change the World (2024)
• CNBC Disruptor 50 List (2022, 2023, 2024)
• Fortune Best Workplaces for Millennials (2024)
• Fortune Best Workplaces in Health Care (2024)
• Fast Company Most Innovative Companies (2020, 2023)

Client Operations is the engine behind how Maven shows up for its clients throughout and post go-live. The Client Support Team focuses on resolving issues, evaluating custom requests, and supporting client performance. This role sits on a newly built-out team reporting to the Senior Manager of Client Support. We're looking for a sharp, resourceful, and client-obsessed Client Support Specialist to join a fast-paced team. In this role, you'll build a deep understanding of client needs and Maven's internal capabilities, partnering with your manager to shape how the team prioritizes and operates. You'll exercise sound judgment on complex, evolving problems - escalating for direction when the path isn't clear - and you'll be trusted with real client-facing judgment calls early, identifying patterns that help Maven build for scale.

What you'll do:

• Identify patterns versus one-off issues at the ticket level to surface opportunities in process, product, or specific client relationships.
• Use data and trends to diagnose what's driving issue volume or client friction.
• Monitor and measure performance against key operational KPIs, using data to continuously improve outcomes.
• Identify and fix root causes to reduce overall ticket volume and increase the ability to self-serve across client-facing and operational teams.
• Prioritize across competing demands spanning client issues, custom requests, and performance work, partnering with your manager on what matters most and making sound calls on what to act on now versus later.
• Manage a portfolio of open threads ranging from immediate decisions to early-stage scoping, keeping track of what's waiting on whom at every stage.
• Navigate fluidly between client-facing teams and internal stakeholders, adjusting tone and approach to fit the audience and the ask.
• Own follow-through on every open item until it's actually resolved, driving accountability regardless of how many stakeholders are involved.
• Collaborate with stakeholders across most functions at Maven (Product, Engineering, Clinical, Legal, Finance, etc.), serving as the voice of the client in internal operational conversations.
• As the team grows, help onboard and mentor newer team members.

What you'll bring:

• 4-6 years in a client support, operations, or client-facing ops role - health tech, healthcare, benefits, or another regulated/complex industry is a plus but not required.
• Comfortable making a reasonable call with incomplete information, and comfortable being wrong sometimes as a result.
• Take direction well, work autonomously, and also push back when something doesn't add up.
• Proven track record independently managing complex, multi-stakeholder projects with measurable outcomes on timeline, quality, and client satisfaction.
• Clear, concise executive communication across written, verbal, and in-the-room settings, with the judgment to know what to escal**ate**, when, and to whom.
• Strong analytical and problem-solving skills, with experience using data to frame decisions and measure impact.
• Experience with escalation, exception handling, or decision-approval workflows.
• Bachelor's degree or equivalent experience.

Bonus if you have:

• Knowledge of key trends in the healthcare industry, particularly in women's and family health.
• Prior payer-side experience at a health plan, TPA, or health services organization.
• Familiarity with tools like Salesforce, JIRA, and Looker.
• Experience working in a high-growth or startup environment.

The base salary range for this role is $98,000.00 - $115,000.00 per year. You will also be entitled to receive equity and benefits. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, and skillset.

This role requires active work authorization in the US.

Maven embraces a flexible hybrid work model. Our teams primarily operate from the New York Metropolitan area, NY, and remotely via San Francisco/Bay Area, CA, Seattle, WA. For those in our New York City office, we encourage in-person collaboration by requiring team members to work onsite three days a week (Tuesday, Wednesday, Thursday). For those based in Boston, DC, Chicago, Seattle, and San Francisco, we encourage in-person collaboration by requiring team members to attend monthly Work Together Days within these cities. This policy aims to balance remote work flexibility with the benefits of face-to-face interaction.

At Maven we believe that a diverse set of backgrounds and experiences enrich our teams and allow us to achieve above and beyond our goals. If you do not have experience in all of the areas detailed above, we hope that you will share your unique background with us in your application and how it can be additive to our teams.

Benefits That Work For You

Our benefits are designed to support your health, well-being and career development, helping you thrive both personally and professionally. We remain focused on providing a competitive benefits package for our employees. On top of standards such as employer-covered health, dental, and insurance plan options, we offer an inclusive approach to benefits:

• Maven for Mavens: access to the full platform and specialists, including care for mental health, reproductive health, family planning and pediatrics.
• Whole-self care through wellness partnerships
• Hybrid work, in office meals, and work together days
• 16 weeks 100% paid parental leave and new parent stipend (for Mavens who've been with us for 1 year+)
• Annual professional development stipend and access to a personal career coach through Maven for Mavens
• 401K matching for US-based employees, with immediate vesting

These benefits are applicable to Maven Clinic Co., US-based, full-time employees only. 1099/Contract Providers are ineligible for these benefits.

Maven is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Maven is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Maven Clinic interview requests and job offers only originate from an @mavenclinic.com email address (e.g [e-mail]). Maven Clinic will never ask for sensitive information to be delivered over email or phone. If you receive a scam issue or a security issue involving Maven Clinic please notify us at: [e-mail] . For general and additional inquiries, please contact us [e-mail] .