Lead a high-impact support team serving members on their family-building journeys while owning the toughest fertility billing and reimbursement escalations. If you combine people leadership with deep fertility benefits expertise, this role lets you drive outcomes at scale.
About Maven Clinic
Maven Clinic is the world’s largest virtual clinic for women and families, delivering end-to-end support across fertility and family building, maternity and newborn care, parenting and pediatrics, and menopause and midlife. Trusted by more than 2,000 employers and health plans, Maven improves outcomes, reduces costs, and advances equity in benefits. Consistently recognized by TIME, CNBC, Fast Company, and FORTUNE for innovation and workplace excellence.
Schedule
- Fully remote within the United States
- Primarily Monday through Friday, Eastern Time business hours
- Flexibility to cover varying shifts as needed
What You’ll Do
- Manage and develop a team of 10+ Member Services Associates and Senior Associates through 1:1s, reviews, and growth plans
- Serve as the primary escalation point for complex fertility billing and insurance issues, including out-of-network claims and benefit coordination
- Learn and master day-to-day MBS workflows, communication channels, and reimbursement processes
- Lead by example in delivering empathetic support via calls and Zendesk during spikes or coverage gaps
- Define, document, and iterate SOPs, workflows, and communications to drive accuracy and speed
- Own team KPIs such as productivity, response time, NPS, and CSAT, reporting progress and insights to leadership and cross-functional partners
- Partner closely with Care Delivery, Support, Operations, Product, Data, Provider Operations, Payments, Engineering, and Client Success
- Coordinate training and onboarding for new hires and support change management initiatives
What You Need
- 5–7 years in customer service operations with people leadership
- 3+ years managing teams of 10+ in a service or support environment
- 2+ years resolving complex fertility financial and benefit billing issues with payer and employer-plan coordination
- 1–3 years in managed healthcare, insurance, or employer benefits
- Track record of coaching, performance management, and KPI ownership
- Analytical mindset using metrics to identify trends, root causes, and improvements
- Strong empathy for members and teammates, with clear business judgment
- Experience managing phone, email, and app-based support channels
- Active work authorization in the United States
Preferred Qualifications
- Startup experience and comfort operating in fast-changing environments
- Zendesk familiarity
- Payments management experience
- Bachelor’s degree or equivalent experience
- Spanish fluency
- Experience leading fully remote teams
Benefits
- Base salary range: $106,000–$115,000 plus stock options
- Employer-covered medical, dental, and vision options
- Maven for Mavens access to the full platform and specialists
- 16 weeks of 100% paid parental leave with new parent stipend (eligibility applies)
- Annual professional development stipend and career coaching
- 401(k) matching with immediate vesting
- Wellness partnerships, hybrid perks, and work together days
Build scalable processes, mentor a strong team, and resolve the hardest benefits challenges for members when it matters most.
Step into a role where operational excellence meets compassionate leadership.
Happy Hunting,
~Two Chicks…