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Salary: USD 55,000 - 65,000 / annual
Maven Clinic is seeking a Senior Care Support Associate to join its Care Support team, which operates 7 days a week supporting members and providers across the Maven platform. This is a Tier 2 (Specialized) support role that goes beyond standard customer service—Senior Associates own complex workflows, bring deep product knowledge, and take on cross-functional responsibilities including AI quality assurance, bug triage, and emerging support initiatives.
In this role, you will serve as a first point of contact for Maven members and providers through multiple channels (messaging, phone, live chat). Key responsibilities include supporting members through enrollment, clinic and pharmacy coordination, and appointment booking; applying deep product, partnership, and benefits knowledge to resolve nuanced care needs and escalations; handling specialized workstreams such as verification calls, partnership inquiries, and clinic support questions; supporting quality assurance processes and identifying improvement opportunities; assisting with bug identification and triage in coordination with operations and product teams; participating in service recovery and Voice of the Customer feedback loops; and mentoring junior associates through knowledge sharing and collaborative problem-solving.
The role offers flexible shift options (Monday-Friday 8:30am-5pm ET, Tuesday-Saturday with Saturday 9am-5:30pm ET, or Sunday-Thursday with Sunday 9am-5:30pm ET). You will work remotely and be part of a mission-driven organization recognized for innovation in women's and family healthcare.
REQUIREMENTS:
- 2+ years of experience in high-volume customer service settings
- Experience providing support via phone, live chat, and messaging
- Experience in healthtech, fertility benefits, or insurance space
- Strong written and verbal communication skills with high empathy
- Strong organizational skills, attention to detail, and ability to independently manage multiple workstreams
- Comfortable adapting to shifting priorities in a fast-paced, remote environment
- Preferred (not required): experience with specialty medications, chronic condition programs, or pharmacy coordination; QA processes or reviewing support interactions; Zendesk, Slack, and Google Workspace; AI-assisted tools; tiered support or escalation-focused environments
Active work authorization in the US is required. Role is open to candidates in: AZ, DC, DE, FL, GA, HI, IL, KS, MA, MD, ME, MI, MN, MO, NC, NJ, NM, NV, NY, OH, OR, PA, SC, TN, TX, VA, VT, WA, WI.
