Senior Manager, Client Support

how we work. As Senior Manager, Client Support you will: Own and evolve the operating model for Maven’s Client Support function — intake, triage framework, SLAs, escalation paths, and the governance that holds it together. Own issue intake across all four stakeholder channels, making sure nothing falls through the cracks and every problem is in the right hands. See issues through from triage to close. Not just route them — own the outcome, keep stakeholders informed, and don’t let things stall. Lead and develop a team of Client Support Associates — set expectations, build capability, and create a culture where people take ownership of what they open. Bring the operational perspective into Product and Engineering conversations, turning what’s breaking in the field into clear, prioritized inputs for the people who can fix it. Go beyond the ticket. When issues recur or cluster around a theme, dig into root cause and bring leadership a recommendation, not just a summary. Own escalations on complex or high-impact issues, keeping internal stakeholders informed and expectations grounded throughout. Track and report on what matters — SLA adherence, resolution time, escalation and reopen rates — with a focus on what the data tells you about systemic health, not just ticket volume. Build the documentation that makes

the team self-sufficient — playbooks, decision trees, RACIs, knowledge base content — so resolution doesn’t depend on who happens to be online. Use AI tools and automation to build a smarter support function — automated routing, AI-assisted triage, trend analysis — and keep identifying opportunities to reduce manual effort as volume grows. Bring what you’re seeing back to leadership. Recurring friction points, product gaps, partner feedback — surface it, shape it into a recommendation, and help determine what gets fixed. We’re Looking For You To Bring: 6–8 years of experience in client support, operations, or service delivery, with at least 2–3 years leading a team. You’ve built a support or operations team, not just managed one. Intake models, triage workflows, SLA frameworks, escalation paths — designed from scratch, not inherited. Experience managing complex, multi-source issue queues without letting things pile up, with measurable improvement in resolution time and quality to show for it. You’ve owned problems end-to-end — not just routed tickets, but partnered with Product and Engineering to define issues, assess impact, and see them through to resolution. Strong data fluency. You analyze issue patterns and resolution metrics to identify what’s actually going wrong — not just what’s showing up in the queue. Credibility across functions. You’ve worked across Client Success, Product, Engineering, and Operations and know how to get things done without positional authority. Clear, direct communication. You can take a messy operational problem and turn it into a crisp update, a clean escalation, or a recommendation leadership can act on. Hands-on experience with ticketing and workflow tools (Jira, Salesforce, Zendesk, or similar) — and enough technical fluency to configure them to match your process, not the other way around. A genuine builder’s mindset. You don’t need a playbook — you write it. Practical experience with AI tools and workflow automation — not just awareness, but actual use. Maven runs on Claude and other AI platforms across the organization, and this team will be expected to actively build with them. Healthcare industry experience, with familiarity across payer, employer, or digital health environments. Bachelor’s degree required.

Bonus if you have: Knowledge of key trends in the healthcare industry, particularly in women’s and family health Prior experience on the payer or health plan side — you understand how these organizations escalate and track issues internally Familiarity with Looker or similar BI tools for support analytics Experience in a high-growth or startup environment where you built processes rather than inherited them The base salary range for this role is $150,000 - $175,000 per year. You will also be entitled to receive equity and

benefits. Individual pay decisions are based on

qualifications, experience, and skillset. (Hub cities - SF, NYC, Seattle & Remote in approved locations) Maven embraces a flexible hybrid work model. Our teams primarily operate from the New York Metropolitan area, NY, San Francisco/Bay Area, CA, and Seattle, WA. This role is exclusively open to candidates in these locations and approved remote locations. For those in our New York City office, we encourage in-person collaboration by requiring team members to work onsite three days a week (Tuesday, Wednesday, Thursday). For those based in San Francisco/Bay Area, CA or Seattle, WA we encourage in-person collaboration by requiring team members to attend Work Together Days within these cities. This policy aims to balance remote work flexibility with the

benefits of face-to-face interaction. Remote Mavens in a commutable distance (~90 minutes driving or on public transit) to our hub cities with more than 20 employees (currently Boston, DC, Chicago, Seattle, and San Francisco) are expected to attend local Maven hosted Work Together Days. This role requires active work authorization in the US. At Maven we believe that a diverse set of backgrounds and experiences enrich our teams and allow us to achieve above and beyond our goals. If you do not have experience in all of the areas detailed above, we hope that you will share your unique background with us in your application and how it can be additive to our teams.

Benefits That Work For You Our

benefits are designed to support your health, well-being and career development, helping you thrive both personally and professionally. We remain focused on providing a competitive

benefits package for our employees. On top of standards such as employer-covered health, dental, and insurance plan options, we offer an inclusive approach to

benefits: Maven for Mavens: access to the full platform and specialists, including care for mental health, reproductive health, family planning and pediatrics. Whole-self care through wellness partnerships Hybrid work, in office meals, and work together days 16 weeks 100% paid parental leave and new parent stipend (for Mavens who've been with us for 1 year+) Annual professional development stipend and access to a personal career coach through Maven for Mavens 401K matching for US-based employees, with immediate vesting These

benefits are applicable to Maven Clinic Co., US-based, full-time employees only. 1099/Contract Providers are ineligible for these

benefits. Maven is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Maven is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Maven Clinic interview requests and job offers only originate from an @mavenclinic.com email address (e.g [email protected]). Maven Clinic will never ask for sensitive information to be delivered over email or phone. If you receive a scam issue or a security issue involving Maven Clinic please notify us at: [email protected] . For general and additional inquiries, please contact us at [email protected] .

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