Care Support Manager (Evening)
Maven is the largest virtual clinic for women's and family health, offering continuous, holistic care for fertility, pregnancy and parenting. Maven’s award-winning digital programs are trusted by leading employers and health plans to reduce costs and drive better health outcomes for both parents and children. Founded in 2014 by CEO Kate Ryder, Maven has supported more than 10 million women and families to date. Maven has raised more than $200 million in funding from leading investors including Sequoia, Oak HC/FT, Dragoneer Investment Group and Lux Capital.
Recent awards include:
- Built In NYC Best Place to Work (2022)
- Built In NYC Best Midsize Companies to Work for (2022)
- Built In NYC Best Paying Companies (2022)
- FORTUNE Best Place to Work in Health Care (2021)
- FORTUNE Best Place to Work in New York (2021)
- PARENTS@WORK Best Places to Work for Parents (2021)
- ROCK HEALTH Disruptive Founder of the Year (2021)
- GREAT PLACE TO WORK Certified (2021)
- FAST COMPANY #1 Most Innovative Company in Health (2020)
- CB INSIGHTS Digital Health 150 (2020)
- INTERBRAND Breakthrough Brand (2020)
Learn more about the meaningful impact your talents will serve for Maven users by clicking here.
Maven is looking for an experienced Manager of Care Support to manage a team of spirited Care Support Representatives. You will work alongside the Managers and Directors of Maven’s Care Team to play a pivotal role in building team culture and Support processes to ensure we are poised to continue delivering high quality, emphatic care to our members along their family planning journeys. We are seeking a manager who is ready to roll up their sleeves and problem-solve with team members, and has a proven track record of motivating others.
As a Manager, Care Support at Maven, you will:
- Bring your passion and experience in people management to supervise Care Support Representative team members
- Learn the ins and outs of Maven’s business and the day-to-day Care Support responsibilities, diving in to directly master our various communication channels and referral generation processes
- Act as a point of escalation for member issues, driving problems to resolution while managing communication with key stakeholders
- Hop in when needed to directly answer member inquiries in times of high volume or during staffing gaps
- Use your continuous improvement mindset to define and iterate on processes, making positive enhancements to drive efficiency, value, and accountability toward KPIs
- Ensure team performance metrics are met; including but not limited to: productivity, response time, NPS, CSAT, and CES
- Facilitate the team’s alignment with broader organizational objectives
- Collaborate cross-functionally with our Care Advocacy, Care Operations, Product, Data, Provider Operations, Engineering, and Client Success teams
- Foster a culture focused on exceptional and empathetic customer service
- Foster an environment in which your team members are informed, supported, and engaged
- Coach individual team members through career and skill development in partnership with our People team
We’re looking for you to bring:
- 3-5 years of experience in CX at a digitally-driven company, with at least 2 years of management experience
- Experience mentoring and coaching team members
- Flexibility and experience managing in fast-paced, high-growth environments
- Experience managing email and voice support
- 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
- Experience in Zendesk a plus
- Experience managing remote teams a plus
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 and access to Spring Health
- Work from anywhere IN THE WORLD summer! You choose where you want to work from all summer, and go.
- 401(k) match
- 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
- 16 weeks parental leave and 1 weeks flexible time upon return + $1.5K/mo for 2 months, new parent stipend
- Annual professional development stipend and access to a personal coach through Maven!
- 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. Please note that Maven Clinic interview requests and job offers only originate from an @mavenclinic.com email address (e.g [email protected]). Maven Clinic will also never ask for bank account information (routing, account numbers), social security numbers, passwords or any other sensitive information to be delivered over email, or phone. If you receive a scam issue or a security issue involving Maven Clinic please notify us at: [email protected].