Senior Client Support Associate

What you'll do: Identify patterns versus one-off issues at the ticket level to surface opportunities in process, product, or specific client relationships. Use data and trends to diagnose what's driving issue volume or client friction. Monitor and measure performance against key operational KPIs, using data to continuously improve outcomes. Identify and fix root causes to reduce overall ticket volume and increase the ability to self-serve across client-facing and operational teams. Prioritize across competing demands spanning client issues, custom requests, and performance work, partnering with your manager on what matters most and making sound calls on what to act on now versus later. Manage a portfolio of open threads ranging from immediate decisions to early-stage scoping, keeping track of what's waiting on whom at every stage. Navigate fluidly between client-facing teams and internal stakeholders, adjusting tone and approach to fit the audience and the ask. Own follow-through on every open item until it's actually resolved, driving accountability regardless of how many stakeholders are involved. Collaborate with stakeholders across most functions at Maven (Product, Engineering, Clinical, Legal, Finance, etc.), serving as the voice of the client in internal operational conversations. As the team grows, help onboard and mentor newer team members. What you'll bring: 4-6 years in a client support, operations, or client-facing ops role — health tech, healthcare, benefits, or another regulated/complex industry is a plus but not required. Comfortable making a reasonable call with incomplete information, and comfortable being wrong sometimes as a result. Take direction well, work autonomously, and also push back when something doesn't add up. Proven track record independently managing complex, multi-stakeholder projects with measurable outcomes on timeline, quality, and client satisfaction. Clear, concise executive communication across written, verbal, and in-the-room settings, with the judgment to know what to escalate, when, and to whom. Strong analytical and problem-solving skills, with experience using data to frame decisions and measure impact. Experience with escalation, exception-handling, or decision-approval workflows. Bachelor's degree or equivalent experience. Bonus if you have: Knowledge of key trends in the healthcare industry, particularly in women's and family health. Prior payer-side experience at a health plan, TPA, or health services organization. Familiarity with tools like Salesforce, JIRA, and Looker. Experience working in a high-growth or startup environment. The base salary range for this role is $98,000.00 - $115,000.00 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. This role requires active work authorization in the US. Maven embraces a flexible hybrid work model. Our teams primarily operate from the New York Metropolitan area, NY, and remotely via San Francisco/Bay Area, CA, Seattle, WA. For those in our New York City office, we encourage in-person collaboration by requiring team members to work onsite three days a week (Tuesday, Wednesday, Thursday). For those based in Boston, DC, Chicago, Seattle, and San Francisco, we encourage in-person collaboration by requiring team members to attend monthly Work Together Days within these cities. This policy aims to balance remote work flexibility with the benefits of face-to-face interaction. 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 That Work For You Our benefits are designed to support your health, well-being and career development, helping you thrive both personally and professionally. We remain focused on providing a competitive benefits package for our employees. On top of standards such as employer-covered health, dental, and insurance plan options, we offer an inclusive approach to benefits: Maven for Mavens: access to the full platform and specialists, including care for mental health, reproductive health, family planning and pediatrics. Whole-self care through wellness partnerships Hybrid work, in office meals, and work together days 16 weeks 100% paid parental leave and new parent stipend (for Mavens who've been with us for 1 year+) Annual professional development stipend and access to a personal career coach through Maven for Mavens 401K matching for US-based employees, with immediate vesting These benefits are applicable to Maven Clinic Co., US-based, full-time employees only. 1099/Contract Providers are ineligible for these benefits. Maven is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Maven is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Maven Clinic interview requests and job offers only originate from an @mavenclinic.com email address (e.g jsmith@mavenclinic.com). Maven Clinic will never ask for 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: security@mavenclinic.com . For general and additional inquiries, please contact us at careers@mavenclinic.com .