Senior Support Associate

2+ years of experience in high volume customer service settings Experience providing customer support via phone, live chat, and messaging Strong written and verbal communication skills High degree of empathy in dealing with sensitive topics Strong organizational skills and attention to detail Experience working in remote team environments

Be a first point of contact and deliver exemplary service to our members and providers through multiple channels including phone, email and live chat Share information about Maven with our members–everything from product functionality to benefits eligibility and the range of our provider services Support members in account set up, enrollment, pharmacy coordination, and booking appointments with providers Provide first-line technical support and escalate technical and member experience issues following standardized operating procedures Collaborate with your teammates to provide the best possible solutions for Maven members and providers, within target response times and with high member satisfaction Collaborate cross functionally to resolve member escalations and provide personalized care Relay member insights to management to improve product development, team processes, and workflows