About Maven Clinic
Maven is the world’s largest virtual clinic for women and families, supporting members through fertility & family building, maternity & newborn care, parenting, pediatrics, menopause, and midlife. The company partners with 2,000+ employers and health plans to improve outcomes, lower costs, and expand equitable benefits. Recognized by TIME 100 Most Influential Companies, CNBC Disruptor 50, and Fast Company Most Innovative Companies, Maven has raised $425M+ from leading investors.
Role Overview
This role leads Maven’s Member Benefit Services (MBS) team—responsible for delivering empathetic, high-quality support for members navigating fertility benefits, reimbursements, and claims processing. You’ll manage a team of 10–12+ associates, set performance standards, improve processes, and ensure KPIs are met while maintaining exceptional member experience.
Shifts Available
- Mon–Fri: 8:30 am–5:30 pm ET
- Mon–Fri: 11:30 am–8:30 pm ET
- Tues–Fri: 11:30 am–8:30 pm ET, Sat: 8:30 am–5:30 pm ET
Key Responsibilities
- Lead, coach, and develop the MBS team through 1:1s, performance reviews, and growth plans
- Gain deep knowledge of Maven’s reimbursement workflows and fertility benefits processes
- Act as an escalation point for complex member issues, ensuring resolution and communication
- Step in to handle member inquiries via calls and Zendesk during high-volume periods
- Use data and KPIs (productivity, NPS, CSAT, response time) to drive team performance
- Identify and implement process improvements to boost efficiency and value
- Maintain and update SOPs, workflows, and team communications
- Report on performance to the Director of MBS and cross-functional stakeholders
- Partner with Operations, Product, Data, Client Success, and Care teams to align objectives
- Coordinate training for new hires and ensure successful onboarding
- Lead with empathy and adaptability through periods of change or rapid growth
Required Experience
- 5–7 years in customer service operations, including 3+ years managing teams of 10–12+
- 1–3 years in managed healthcare, insurance, or employer benefits (fertility focus required)
- Direct experience in fertility benefits, reimbursements, and claims processing
- Proven ability to motivate teams, manage change, and deliver measurable results
- Strong analytical skills to interpret performance metrics and identify improvements
- Experience managing inbound/outbound call support and written support channels
- Skilled in creating and optimizing processes in high-growth environments
- High emotional intelligence and empathy for both members and direct reports
Preferred Skills
- Experience in Zendesk and payment processing
- Bachelor’s degree or equivalent experience
- Spanish fluency
- Experience managing remote teams in a startup environment
Compensation
- Base salary: $106,000–$115,000/year
- Stock options and full benefits package
Benefits
- Maven platform access (mental health, reproductive health, family planning, pediatrics)
- 16 weeks fully paid parental leave + new parent stipend
- Professional development stipend + career coaching
- 401(k) match with immediate vesting
- Wellness partnerships and hybrid perks
Happy Hunting,
~Two Chicks…