[Hiring] Senior Care Support Associate @Maven Clinic

Role Description

Maven is looking for a full-time Senior Care Support Associate to join our Care Support team. Senior Associates are the backbone of our specialized support operations — they bring deep product knowledge, ownership over complex workflows, and a commitment to delivering exemplary care to members and providers alike.

This role sits within our tiered support model at Tier 2 (Specialized) and above. In addition to handling nuanced member inquiries, Senior Associates take on cross-functional responsibilities including AI quality assurance, bug triage, and emerging workstreams as Maven's support capabilities evolve.

Our Care Support team supports Maven members 7 days a week. The shifts we’re hiring for are listed below in ET:

• Monday - Friday, 8:30am - 5pm ET
• Tuesday - Saturday, 8:30am - 5pm ET weekdays, 9am - 5:30pm ET Saturday
• Sunday - Thursday, 8:30am - 5pm ET weekdays, 9am - 5:30pm ET Sunday

Qualifications

• 2+ years of experience in high-volume customer service settings
• Experience providing support via phone, live chat, and messaging
• Experience in the healthtech, fertility benefits, or insurance space
• Strong written and verbal communication skills with a high degree of empathy
• Strong organizational skills, attention to detail, and the ability to independently manage multiple workstreams
• Comfortable adapting to shifting priorities in a fast-paced, remote environment
• Experience supporting specialty medications, chronic condition programs, or pharmacy coordination preferred, not required
• Experience with QA processes or reviewing support interactions for quality preferred, not required
• Experience working with Zendesk, Slack, and Google Workspace preferred, not required
• Comfort learning and using AI-assisted tools as part of your daily workflows preferred, not required
• Experience working in a tiered support or escalation-focused environment preferred, not required

Requirements

• Active work authorization in the US

Benefits

• Employer-covered health, dental, and insurance plan options
• 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