Lead a high-performing team delivering compassionate fertility benefits and claims support to families nationwide.
About Maven Clinic
Maven is the world’s largest virtual clinic for women and families, providing digital programs across fertility, maternity, parenting, pediatrics, and menopause. With 2,000+ employer and health plan partners, Maven improves outcomes, reduces costs, and advances equity in care. Recognized by TIME 100 Most Influential Companies, CNBC Disruptor 50, Fast Company Most Innovative Companies, and FORTUNE Best Places to Work, Maven is transforming healthcare with empathy, innovation, and accessibility.
Schedule
- Full-time, remote role (U.S. only)
- Must be flexible to cover team shifts during operating hours (7:00 AM–9:30 PM ET, Monday–Saturday)
- Current shift options:
- Monday–Friday, 11:30 AM–8:30 PM ET
- Monday–Friday, 8:30 AM–5:30 PM ET
Responsibilities
- Manage and mentor a team of Member Services Associates and Senior Associates, including one-on-ones, reviews, and development planning
- Lead by example, fostering a culture of empathy and high-quality care for members navigating fertility journeys
- Act as an escalation point for member issues and ensure timely, effective resolution
- Collaborate cross-functionally with Care, Product, Data, Payments, Client Success, and Engineering teams
- Monitor and report on team KPIs: productivity, NPS, CSAT, and response times
- Define, document, and refine SOPs, workflows, and communications for efficiency and consistency
- Support member inquiries via phone and Zendesk during peak periods or staffing gaps
- Coordinate onboarding and training for new hires, ensuring successful integration
- Identify performance trends and use data-driven insights to improve processes and results
Requirements
- 5–7 years of experience in customer service operations, with at least 3 years managing teams of 10–12+ people
- Hands-on expertise in fertility benefits, reimbursements, and claims processing
- 1–3 years of experience in managed healthcare, insurance, or employer benefits
- Direct experience working with fertility patients
- Proven success mentoring, motivating, and developing high-performing teams
- Experience managing inbound/outbound call centers, email, or app-based support
- Strong analytical skills for root-cause analysis, performance tracking, and process improvement
- Ability to thrive in fast-paced, high-growth environments while driving measurable results
- High empathy, strong communication skills, and sound business judgment
Preferred
- Experience in startup environments
- Zendesk proficiency
- Prior payments management experience
- Bachelor’s degree or equivalent experience
- Spanish fluency
- Experience managing remote teams
Compensation & Benefits
- Base salary: $106,000–$115,000/year
- Equity options included
- Comprehensive health, dental, and vision coverage (employer-paid)
- Maven for Mavens: full access to Maven’s platform and specialists, including mental health and family planning care
- 16 weeks fully paid parental leave + new parent stipend (after 1 year of service)
- 401(k) with employer match (U.S. employees)
- Annual professional development stipend + access to personal career coaching
- Wellness partnerships, hybrid collaboration days, and flexible PTO
Maven is an equal opportunity employer. We welcome diverse backgrounds and experiences and provide reasonable accommodations for individuals with disabilities.
Happy Hunting,
~Two Chicks…