• Full Time
  • New York-USA
  • Applications have closed

Website mavenclinic Maven Clinic

The next generation of care for women and families

Maven is the largest virtual clinic for women’s and family health with a mission to improve the health of the world– one woman, one family at a time. Maven’s unique care model enables employers and health plans to improve maternal health outcomes and lower costs, while empowering parents to grow their families while growing their careers. Its platform is global, includes personalized programs across fertility, maternity, and parenting/pediatrics, and offers 24/7 access to Maven’s proprietary telemedicine network, the largest in women’s health.

Founded in 2014 by CEO Katherine Ryder, Maven was recognized in 2020 as Fast Company’s #1 Most Innovative Health Company. Maven has supported over 8 million women and families, and raised $92 million in funding from leading investors like Sequoia Capital, Oak HC/FT Partners, Icon Ventures, and individual strategic investors Reese Witherspoon, Mindy Kaling, Natalie Portman, and Anne Wojcicki.

Maven is looking for an experienced Senior Manager of Customer Support to lead our new customer service team. As the Senior Manager, you will play a pivotal role in designing and building the team’s structure, processes, tooling and culture. You will lead with empathy and be relentlessly focused on efficiency and results. We are seeking a manager who is both strategic and tactical, ready to roll up their sleeves and problem-solve with team members. You will bring passion with a proven record of motivating others, as you will be responsible for growing the team. This is a great opportunity to be a program builder and people leader at a fast-growing, mission-oriented company.

As a Senior Manager, Care Support at Maven, you will: 

  • Bring your passion for building to create, scale and lead Maven’s Care Support team, a 24/7/365 operation
  • Work alongside the Care Advocacy (Care Management) and Care Operations teams to ensure members and providers have an exceptional experience using the Maven platform
  • Learn the ins and outs of Maven’s business and the day-to-day CX responsibilities, diving in to directly master our various communication channels and referral generation processes
  • Act as a point of escalation for customer issues, driving problems to resolution while managing communication with key stakeholders
  • Use your continuous improvement mindset to define and iterate on processes, making positive enhancements to drive efficiency, value, and accountability toward KPIs
  • Establish and ensure team performance metrics are met; including but not limited to: productivity, response time, NPS, CSAT, and CES
  • Collaborate cross-functionally with our Care Advocacy, Care Operations, Product, Data, Provider Operations, Engineering, and Client Success teams
  • Develop a culture focused on exceptional and empathetic customer service
  • Further enhance team training and coach individual team members through career and skill development in partnership with People Team leadership

We’re looking for you to bring:  

  • 5-7 years of experience in CX at a digitally-driven company, with at least 3 years of management experience
  • Proven experience mentoring and coaching team members
  • Flexibility and experience managing in fast-paced, high-growth environments with experience in workforce planning
  • Experience managing omni-channel support: voice, live chat, email
  • Proven track record of driving improvement with impactful and measurable results
  • Willingness to get in the weeds with direct reports
  • Strong written and verbal communication skills with a sharp attention to detail
  • Schedule flexibility to meet with direct reports who may work non-traditional hours
  • Process improvement and operational excellence skills, with specific experience in Zendesk
  • Experience building remote teams

Helpful experiences and skills (if you don’t have them, you can learn them with us!):

  • Background in a healthcare-related field

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 & Perks: 

Maven employees are united in their quest to improve the health and well-being of women and their families in our community. We seek to empower all of our team members to fulfill that mission and reach their full potential regardless of function, geography or experience level. That’s why we invest in our employees, who are our most important asset in achieving our mission. To that end, we offer:

  • Choice of great medical, dental, and vision insurance plan options, including a plan for which the premium for Mavens is 100% covered by Maven
  • Access to the Maven platform service and free Maven appointments for Mavens and generous credits for family & friends
  • Free One Medical membership
  • 401(k) plan
  • Unlimited paid time off
  • Monthly stipend for your choice of wellness benefits
  • Weekly stipend for a *free* lunch
  • One-time stipend to enhance your work from home experience (We will be working remotely until sometime next year!)
  • A variety of virtual team events such as musical performances, game nights & happy hours
  • 12 weeks parental leave and 2 weeks flexible time upon return
  • Annual professional development stipend
  • 1 month paid sabbatical after 5 years

Maven is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.