Senior Support Associate

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.