Maven is looking for full-time Care Support Representatives to join our Care team and support our members and providers. Our Care team is the voice of Maven, helping both providers and members navigate the world of digital care. As a Care Support Representative, you will help people in their times of need! You will learn the ins and outs of the product, operations, and the needs of our members.

We support Maven members 24/7/365. To ensure excellent service, at any time, all Care Support Representatives start out on a schedule. The Care Support class of November 2023 will begin on Tuesday, November 28th 2023. Each Care Support Representative has a set schedule and must feel comfortable committing to it.

Our Care Support team works remotely. We are looking for Care Support Representatives who reside in any of the following states: Arizona, Delaware, Florida, Georgia, Hawaii, Illinois, Kansas, Maryland, Maine, Michigan, Massachusetts, Minnesota, New Jersey, New York, North Carolina, New Mexico, Nevada, Ohio, Oregon, Pennsylvania, Tennessee, South Carolina, Virginia

We are currently looking for Care Support Representatives who can work either of the following shifts:

3:00pm to 11:30pm EST, Tuesday - Saturday (Sunday, Monday off)

3:00pm to 11:30pm EST, Sunday- Thursday (Friday, Saturday off)

As a Care Support Coordinator 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 chat feature
• Share information about Maven with our members - everything from product functionality to the range of our provider services and beyond
• Provide personalized appointment booking support
• Provide first-line technical support and escalate technical issues as appropriate
• Collaborate with your teammates to provide the best possible solutions for Maven members and providers, within target response times and with high member satisfaction
• Keep clear and thorough documentation of your work
• Collaborate as a team with the Care Advocates at Maven who are responsible for member case management
• Relay member insights to management to improve product development, team processes, and workflows
• Other duties as assigned

We’re looking for you to bring:

• Demonstrable 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
• 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

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

• Experience in high volume customer service settings
• Experience working with Zendesk
• Healthcare experience
• 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.

For candidates in NYC, CO, or CA, the base salary range for this role is $20.00-$22.00 per hour. 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.