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Senior Support Associate

Remote

Maven is the world's largest virtual clinic for women and families on a mission to make healthcare work for all of us. Maven's award-winning digital programs provide clinical, emotional, and financial support all in one platform, spanning fertility & family building, maternity & newborn care, parenting & pediatrics, and menopause & midlife. More than 2,000 employers and health plans trust Maven's end-to-end platform to improve clinical outcomes, reduce healthcare costs, and provide equity in benefits programs. Recognized for innovation and industry leadership, Maven has been named to the Time 100 Most Influential Companies, CNBC Disruptor 50, Fast Company Most Innovative Companies, and FORTUNE Best Places to Work. Founded in 2014 by CEO Kate Ryder, Maven has raised more than $425 million in funding from top healthcare and technology investors including General Catalyst, Sequoia, Dragoneer Investment Group, Oak HC/FT, StepStone Group, Icon Ventures, and Lux Capital. To learn more about Maven, visit us 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)
  • TIME 100 Most Influential Companies (2023)
  • Fast Company Most Innovative Companies (2020, 2023)
  • Built In Best Places to Work (2023)
  • Fortune Best Workplaces NY (2020, 2021, 2022, 2023, 2024)
  • Great Place to Work certified (2020, 2021, 2022, 2023, 2024)
  • Fast Company Best Workplaces for Innovators (2022)
  • Built In LGBTQIA+ Advocacy Award (2022)

Maven is looking for full-time Senior Support Associates to join our Care Support team and support members and providers. Our Care Support team is the voice of Maven, helping both providers and members navigate the world of digital care. In addition to supporting our fertility and family planning programs, this role will also be part of a new, fast-growing care program involving complex GLP-1 medication access, pharmacy coordination, and sensitive chronic condition support. You will learn the ins and outs of the product, operations, and the needs of our members. 

We support Maven members 24/7/365 and each Senior Support Associate has a set schedule and must feel comfortable committing to it. 

We are currently looking for Senior Support Associates who are available to work either Tuesday to Saturday 8:00am - 5:00pm EST or Sunday to Thursday 8:00am - 5:00pm EST 

As a Senior Support Associate at Maven, you will: 

  • 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 functioality 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

We’re looking for you to bring:  

  • 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

Required experience: 

  • 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

Helpful experience and skills:

  • 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

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.  

The base salary range for this role is $55,000 - $65,000 per year. You will also be entitled to receive stock options 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 and inclusive work environment. This role is fully remote and open to candidates located within the United States. Maven is committed to supporting remote team members with the tools and collaborative culture needed to thrive regardless of location. This policy reflects our belief that great work can happen anywhere and that flexibility enables our team to do their best work.

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 jsmith@mavenclinic.com). 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: security@mavenclinic.com. For general and additional inquiries, please contact us at careers@mavenclinic.com. 

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