Care Support Manager

Maven is looking for an experienced Support Manager to manage a team of spirited Care Support Representatives. You will work alongside the Managers and Directors of Maven's Care Team to play a pivotal role in building team culture and processes to ensure we continue delivering high quality, emphatic care to our members along their family planning journeys. We are seeking someone who is ready to roll up their sleeves and problem-solve with team members, and who has a proven track record of motivating others.

Maven Care Support is a 24x7 team. For this role we are seeking someone who can work primarily 12pm to 9pm, Eastern US time.

As a Manager, Care Support at Maven, you will:

• Bring your passion and experience in people management to supervise Care Support Representative team members
• Learn the ins and outs of Maven's business and the day-to-day Care Support responsibilities, diving in to directly master our various communication channels and referral generation processes
• Act as a point of escalation for member issues, driving problems to resolution while managing communication with key stakeholders
• Hop in when needed to directly answer member inquiries 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, CSAT, and CES
• Facilitate the team's alignment with broader organizational objectives
• Collaborate cross-functionally with our Care Advocacy, Care Operations, Product, Data, Provider Operations, Engineering, and Client Success teams
• Foster a culture focused on exceptional and empathetic customer service
• Foster an environment in which your team members are informed, supported, and engaged
• Coach individual team members through career and skill development in partnership with our People team

We're looking for you to bring:

• 3-5 years of experience in CX at a digitally-driven company, with at least 2 years of management experience
• Experience mentoring and coaching team members
• Flexibility and experience managing in fast-paced, high-growth environments
• Experience managing email or app-based support
• Track record of driving improvement with impactful and measurable results
• Willingness to get in the weeds with direct reports
• Strong written and verbal communication skills with a sharp attention to detail
• Schedule flexibility to meet with direct reports who may work non-traditional hours
• Experience in Zendesk a plus
• Experience managing remote teams a plus

Helpful experiences and skills (if you don't have them, you can learn them with us!):

• Background in a healthcare-related field