Senior Care Support Associate

About the Role:

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 work streams 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

What You'll Do:

• Serve as first point of contact and deliver exemplary service to our members and providers through multiple channels, including messaging, phone and live chat
• Support members in enrollment, clinic and pharmacy coordination, and booking appointments with providers
• Apply deep product, partnership, and benefits knowledge to navigate nuanced care needs and resolve member escalations
• Handle specialized support workstreams including verification calls, Maven partnership inquiries, and clinic support questions
• Support quality assurance processes across Maven products, identifying improvement opportunities and surfacing trends to managers and team leads
• Assist with bug identification and triage in coordination with operations and product teams, surfacing technical issues with clear documentation
• Participate in service recovery processes and contribute to Voice of the Customer feedback loops
• Mentor and support junior associates through knowledge sharing and collaborative problem-solving

What You'll Bring:

• 2+ years of experience in high-volume customer service settings
• Experience providing support via phone, live chat, and messaging
• Experience in the health tech, 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

The base salary range for this role is $55,000 - $65,000 per year. You will also be entitled to receive equity and benefits. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, and skillset.

Maven embraces a flexible and inclusive work environment. This role is open to candidate 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. 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.