Manager, Customer Support and Benefits

Maven Clinic is the world's largest virtual clinic for women and families, aiming to transform healthcare. They are seeking a Manager for Customer Support and Benefits to lead a team of Member Services Representatives, focusing on complex fertility benefits, insurance coordination, and providing exceptional care to members.

Responsibilities:

• Be the ultimate people manager. Conduct regular one-on-ones, performance reviews, and development planning to promote employee growth and high-impact performance across a team of Member Services Associates and Senior Associates
• Act as the primary escalation point for member issues and complex fertility-related financial and billing issues, driving problems to resolution while managing communication with key stakeholders
• Learn the ins and outs of Maven’s business and the day-to-day Member Benefit Services team responsibilities, diving in to directly master our various communication channels and reimbursement processes
• Lead by example to ensure a culture focused on empathetic care, ensuring that the needs of our members are met in an exceptional manner
• Directly answer member inquiries on inbound/outbound calls and Zendesk messages in times of high volume or during staffing gaps
• Use your continuous improvement mindset to define and iterate on processes, making positive enhancements to drive efficiency, value, and accountability toward KPIs
• Ensure team performance metrics are met; including but not limited to: productivity, response time, NPS, and CSAT
• Report on MBS team metrics, KPIs, OKRs, to the director of MBS as well as cross functionally
• Facilitate the team’s alignment with broader organizational objectives and effectively lead through change
• Review, maintain, and create MBS team SOPs, workflows, and communications to the team to ensure understanding and alignment on MBS team processes
• Collaborate cross-functionally with our Care Delivery/Advocacy, Support, Operations, Product, Data, Provider Operations, Payment, Engineering, and Client Success teams
• Coordinate new hire training and take an active role in the success of new employees during onboarding and training
• Perform other duties as assigned

Requirements:

• 5–7 years of experience in Customer Service Operations, including team leadership roles
• 3+ years of experience managing teams of 10+ in a service/support environment
• 2+ years of direct experience resolving complex fertility financial and benefits billing issues, including coordination with payers and employer-sponsored benefit plans
• 1–3 years of experience in managed healthcare, insurance, or employer benefits
• Strong track record of mentoring and coaching team member
• Flexibility and experience managing in fast-paced, high-growth environments
• Experience managing inbound and outbound call support, email or app-based written support
• Track record of driving improvement with impactful and measurable results
• Demonstrated ability to analyze performance metrics to identify trends, root causes, and improvement opportunities; uses data-driven insights to proactively solve problems and drive operational excellence
• A strong sense of empathy applied to direct reports, members, and cross functional business partners
• Savvy business judgment and the ability to support data-driven, results-oriented decision-making
• Experience in motivating a team to achieve KPIs, drive efficiency, and managing change
• The ability to create order from chaos and a willingness to roll up your sleeves to solve challenging problems directly
• Experience working in a fast-paced startup environment
• Experience in Zendesk is a plus
• Prior experience managing payments
• Bachelor's degree or equivalent experience
• Verbal and written fluency in Spanish
• Experience managing remote based employees and teams