Senior Client Support Associate

About the role

The Client Support Team focuses on resolving issues, evaluating custom requests, and supporting client performance. This role sits on a newly built-out team reporting to the Senior Manager of Client Support.

Responsibilities

• 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.
• 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.
• Help onboard and mentor newer team members as the team grows.

Requirements

• 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.
• Takes direction well, works autonomously, and also pushes 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.

Qualifications

• 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.

Skills

• Client-facing and operations experience.
• Data analysis and problem-solving skills.
• Project management and stakeholder coordination.
• Communication and collaboration skills.

Benefits

• Base salary range: $98,000.00 - $115,000.00 per year.
• Equity and benefits.
• Flexible hybrid work model.
• Onsite three days a week in New York City, or monthly Work Together Days in other cities.
• Access to Maven for Mavens benefits, including mental health, reproductive health, family planning, and pediatrics care.
• Whole-self care through wellness partnerships.
• 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.

Pay

The base salary range for this role is $98,000.00 - $115,000.00 per year. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, and skillset.

Schedule

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.