Job Description
Title: VP, Customer Support
Location: New York OR Remote
Maven is the largest virtual clinic for women’s and family health, offering continuous, holistic care for fertility and family building through maternity, parenting, pediatrics and menopause. Maven’s award-winning digital programs are trusted by leading employers and health plans to reduce costs and drive better maternal health outcomes, as well as enhance DE&I in benefits programs. Founded in 2014 by CEO Kate Ryder, Maven has been recognized as Fast Company’s #1 Most Innovative Health Company and has grown to 15 million lives covered. Maven has raised $300 million in funding from leading investors including General Catalyst, Sequoia, Oak HC/FT, Dragoneer Investment Group and Lux Capital.
An award-winning culture working towards an important mission Maven Clinic is a recipient of over 30 workplace and innovation awards, including:
- TIME 100 Most Influential Companies (2023)
- CNBC Disruptor 50 List (2022, 2023)
- Fast Company Most Innovative Companies (2020, 2023)
- Built In Best Places to Work (2023)
- Fortune Best Workplaces NY (2020, 2021, 2022, 2023)
- Great Place to Work certified (2020, 2021, 2022, 2023)
- Fast Company Best Workplaces for Innovators (2022)
- Built In LGBTQIA+ Advocacy Award (2022)
Maven Clinic is looking for a highly experienced, people-first strategic leader to join our team as the VP of Customer Support. In this role, you will be responsible for developing and executing the vision and strategy for our customer support function, ensuring exceptional customer experiences and satisfaction. You will oversee a team of support professionals, set performance targets, and collaborate cross-functionally to drive continuous improvement in our support operations.
What you will be responsible for:
- Developing and executing the customer support strategy: Defining the vision, goals, and objectives for the customer support function in alignment with Maven Clinic’s overall mission and business objectives.
- Team leadership and management: Leading, inspiring, and mentoring a high-performing team of support professionals, fostering a culture of excellence, collaboration, and continuous learning.
- Customer experience management: Driving initiatives to enhance the overall customer experience, including developing and implementing best practices, processes, and tools to ensure efficient and effective support delivery.
- Performance tracking and reporting: Establishing key performance indicators (KPIs) for the customer support function and regularly monitoring and reporting on performance, identifying areas for improvement and taking appropriate action.
- Cross-functional collaboration: Working closely with other departments, such as Product, Engineering, and Client Success, to advocate for customer needs, provide insights from customer support data, and contribute to product and service enhancements.
- Customer feedback and insights: Gathering, analyzing, and leveraging customer feedback and insights to identify trends, improve processes, and drive product and service enhancements.
- Scalability and growth: Developing strategies and scalable support models to accommodate the company’s growth, ensuring the customer support function remains effective and efficient as Maven Clinic expands.
- Vendor management: Collaborating with external vendors and partners to optimize support operations and ensure service level agreements are met.
Minimum Qualifications:
- Bachelor’s degree in a relevant field (business, management, healthcare, etc.). MBA or other advanced degree is a plus.
- 10+ years of experience in a leadership role within customer support or customer experience, preferably in a digital health or technology-focused organization.
- Proven track record of developing and implementing successful customer support strategies that drive customer satisfaction and loyalty.
- Strong leadership and people management skills, with the ability to inspire and motivate teams to achieve their full potential.
- Exceptional communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders.
- Analytical mindset and data-driven decision-making abilities, with proficiency in leveraging customer support data and insights to drive improvements.
- Experience in scaling customer support operations to support business growth and changing needs.
- Familiarity with telehealth or healthcare industry trends and regulations is highly desirable.
- Passion for improving access to healthcare and advancing women’s health is a plus.