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Maven Clinic is seeking a Senior Client Support Associate to join its newly built-out Client Operations team. Reporting to the Senior Manager of Client Support, you'll be the operational backbone connecting Maven's enterprise clients (2,300+ employers and health plans) with internal capabilities across product, engineering, clinical, legal, and finance functions.
You'll own the full lifecycle of client issues and custom requests: identifying patterns in ticket data to surface systemic problems, diagnosing root causes of friction, and driving accountability across stakeholders until resolution. You'll use data and trends to continuously improve KPIs, reduce ticket volume, and expand self-serve capabilities. Your judgment will be trusted early—you'll make sound calls on complex, evolving problems, escalating when the path isn't clear, and serving as the voice of the client in internal operational conversations.
Key responsibilities include monitoring performance against operational KPIs, prioritizing competing demands (immediate issues vs. custom requests vs. performance work), managing a portfolio of open threads at various stages, and navigating fluidly between client-facing teams and internal stakeholders. As the team grows, you'll help onboard and mentor newer team members.
You'll need 4–6 years in client support, operations, or client-facing ops roles (health tech, healthcare, benefits, or regulated industries preferred). You're comfortable making reasonable calls with incomplete information, take direction well while pushing back when something doesn't add up, and have a proven track record managing complex multi-stakeholder projects with measurable outcomes. Strong analytical skills, clear executive communication, and experience with escalation workflows are essential. Bachelor's degree or equivalent required. Healthcare industry knowledge and payer-side experience are bonuses.
