Maven Clinic · 1 day ago
Senior Support Associate
United States
Full-time
Remote
Mid, Senior Level
$55K/yr - $65K/yr
2+ years expMaven is the world's largest virtual clinic for women and families, dedicated to improving healthcare access and outcomes. They are seeking a Senior Support Associate to join their Care Support team, providing exceptional service to members and providers while navigating the digital care landscape.
FamilyHealth CaremHealthWomen's
No H1B
Responsibilities
Be a first point of contact and deliver exemplary service to our members and providers through multiple channels including phone, email and live chat
Share information about Maven with our members–everything from product functionality to benefits eligibility and the range of our provider services
Support members in account set up, enrollment, pharmacy coordination, and booking appointments with providers
Provide first-line technical support and escalate technical and member experience issues following standardized operating procedures
Collaborate with your teammates to provide the best possible solutions for Maven members and providers, within target response times and with high member satisfaction
Collaborate cross functionally to resolve member escalations and provide personalized care
Relay member insights to management to improve product development, team processes, and workflows
Qualification
Required
2+ years of experience in high volume customer service settings
Experience providing customer support via phone, live chat, and messaging
Strong written and verbal communication skills
High degree of empathy in dealing with sensitive topics
Strong organizational skills and attention to detail
Experience working in remote team environments
Demonstrated ability to get things done, exceptional attention to detail, and great research skills
Commitment, flexibility, and willingness to take ownership in delivering excellent customer service
Ability to work both independently and collaboratively as part of a remote team
Ability to develop creative solutions to solve customer problems, to stay calm under pressure, and to put customers at ease
Ability to communicate with empathy and clarity, both with customers and your teammates
Desire to make a positive impact on the care our members receive
Desire to make a major contribution to an exciting organization that is improving the health of the world–one woman, one family at a time
Preferred
Experience working in the health-tech, fertility benefits, or insurance space
Experience supporting specialty medications, chronic condition programs, or medications requiring intensive insurance steps
Experience coordinating with pharmacies, prescribers, or clinical operations teams
Experience working with Zendesk (live chat, email, or phone), Slack and Google Workspaces
Experience working at a fast-paced start-up
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
Company
Maven Clinic
Maven is a digital health platform that works with health plans and employers to offer virtual services for women’s and family health.
201-500 employees
Funding
Current Stage
Late StageTotal Funding
$417.1MKey Investors
StepStone GroupGeneral CatalystIcon Ventures
2024-10-08Series F· $125M
2022-11-14Series E· $90M
2021-08-17Series D· $110M
Leadership Team
Kate Ryder
Founder & CEO
Julia Marley-Rappoport
VP, Strategic Finance
Recent News
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