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About the Role
Maven is seeking a Team Lead to support frontline associates working on a new medication access and pharmacy supported care program. This is a player coach role focused on real time execution, coaching, and first line escalation, embedded in daily operations to ensure queues are healthy, issues are resolved quickly, and associates are supported.
Responsibilities
- Own real time execution during assigned shifts across chat and phone queues.
- Monitor queue health, coverage, and workload distribution to ensure timely responses.
- Step in directly to handle complex cases or volume spikes as needed.
- Serve as day to day support for a team of Member Services Associates.
- Provide real time coaching on judgment calls, prioritization, and handling ambiguous cases.
- Conduct quality reviews and deliver clear, actionable feedback.
- Support onboarding and ramping of new hires.
- Act as the first line escalation point for pharmacy and insurance issues.
- Partner with internal teams to resolve escalated member issues while maintaining non clinical boundaries.
- Ensure appropriate handling and escalation of safety concerns or sensitive disclosures.
- Ensure consistent execution of SOPs, scripts, and workflows.
- Identify breakdowns in workflows and flag patterns or risks to leadership.
- Help test, roll out, and reinforce new workflows, macros, or tooling changes.
- Support team performance across response time, resolution quality, and member satisfaction.
Requirements
- 2–4 years of experience in healthcare support, pharmacy operations, insurance navigation, or related fields.
- Prior experience coaching, mentoring, or acting as a senior or lead in a frontline environment.
- Strong understanding of pharmacy workflows, insurance coverage concepts, and medication access processes.
- Comfort handling escalations and emotionally charged member situations.
- Strong written and verbal communication skills.
- Ability to balance hands-on work with people leadership.
- Experience supporting specialty or high demand medications.
- Experience with Zendesk highly preferred or other CX tools.
- Familiarity with QA frameworks and support performance metrics.
- Experience helping teams adopt new tools or workflows.
- Fluency in Spanish or another commonly spoken member language.
Skills
- Pharmacy workflows
- Insurance coverage concepts
- Medication access processes
- Escalation handling
- Written communication
- Verbal communication
- Hands-on work
- People leadership
- Zendesk
- CX tools
- QA frameworks
- Support performance metrics
- Tool adoption
- Workflow adoption
- Spanish language fluency
Location
- Remote
Work Type
- Full-time
- Hybrid
Experience Level
- Mid-level
Salary/Compensations
- $89,000 - $105,000 per year
Benefits
- Equity
- Employer-covered health, dental, and insurance plan options
- Access to the full Maven platform and specialists
- Care for mental health, reproductive health, family planning and pediatrics
- Whole-self care through wellness partnerships
- Hybrid work
- In office meals
- Work together days
- 16 weeks 100% paid parental leave
- New parent stipend (for Mavens who've been with us for 1 year+)
- Annual professional development stipend
- Access to a personal career coach through Maven for Mavens
- 401K matching for US-based employees, with immediate vesting
About the Company
- Maven is the world's largest virtual clinic for women and families on a mission to make healthcare work for all of us.
- Maven's award-winning digital programs provide clinical, emotional, and financial support all in one platform, spanning fertility & family building, maternity & newborn care, parenting & pediatrics, and menopause & midlife.
- More than 2,000 employers and health plans trust Maven's end-to-end platform to improve clinical outcomes, reduce healthcare costs, and provide equity in benefits programs.
- Recognized for innovation and industry leadership, Maven has been named to the Time 100 Most Influential Companies, CNBC Disruptor 50, Fast Company Most Innovative Companies, and FORTUNE Best Places to Work.
- Founded in 2014 by CEO Kate Ryder, Maven has raised more than $425 million in funding from top healthcare and technology investors.
- Maven Clinic is a recipient of over 30 workplace and innovation awards, including Fortune Change the World (2024), CNBC Disruptor 50 List (2022, 2023, 2024), Fortune Best Workplaces for Millennials (2024), Fortune Best Workplaces in Health Care (2024), TIME 100 Most Influential Companies (2023), Fast Company Most Innovative Companies (2020, 2023), Built In Best Places to Work (2023), Fortune Best Workplaces NY (2020, 2021, 2022, 2023, 2024), Great Place to Work certified (2020, 2021, 2022, 2023, 2024), Fast Company Best Workplaces for Innovators (2022), Built In LGBTQIA+ Advocacy Award (2022).
Equal Opportunity
- 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.