Senior Client Support Associate, Maven Clinic

• 4-6 years in a client support, operations, or client-facing ops role — health tech, healthcare, benefits, or another regulated/complex industry is a plus but not required
• Comfortable making a reasonable call with incomplete information, and comfortable being wrong sometimes as a result
• Take direction well, work autonomously, and also push back when something doesn't add up
• Proven track record independently managing complex, multi-stakeholder projects with measurable outcomes on timeline, quality, and client satisfaction
• Clear, concise executive communication across written, verbal, and in-the-room settings, with the judgment to know what to escalate, when, and to whom
• Strong analytical and problem-solving skills, with experience using data to frame decisions and measure impact
• Experience with escalation, exception-handling, or decision-approval workflows
• Bachelor's degree or equivalent experience

Desirable

• Client Operations is the engine behind how Maven shows up for its clients throughout and post go-live
• The Client Support Team focuses on resolving issues, evaluating custom requests, and supporting client performance
• This role sits on a newly built-out team reporting to the Senior Manager of Client Support
• We're looking for a sharp, resourceful, and client-obsessed Client Support Specialist to join a fast-paced team
• In this role, you'll build a deep understanding of client needs and Maven's internal capabilities, partnering with your manager to shape how the team prioritizes and operates
• You'll exercise sound judgment on complex, evolving problems — escalating for direction when the path isn't clear — and you'll be trusted with real client-facing judgment calls early, identifying patterns that help Maven build for scale
• Identify patterns versus one-off issues at the ticket level to surface opportunities in process, product, or specific client relationships
• Use data and trends to diagnose what's driving issue volume or client friction
• Monitor and measure performance against key operational KPIs, using data to continuously improve outcomes
• Identify and fix root causes to reduce overall ticket volume and increase the ability to self-serve across client-facing and operational teams
• Prioritize across competing demands spanning client issues, custom requests, and performance work, partnering with your manager on what matters most and making sound calls on what to act on now versus later
• Manage a portfolio of open threads ranging from immediate decisions to early-stage scoping, keeping track of what's waiting on whom at every stage
• Navigate fluidly between client-facing teams and internal stakeholders, adjusting tone and approach to fit the audience and the ask
• Own follow-through on every open item until it's actually resolved, driving accountability regardless of how many stakeholders are involved
• Collaborate with stakeholders across most functions at Maven (Product, Engineering, Clinical, Legal, Finance, etc.), serving as the voice of the client in internal operational conversations
• As the team grows, help onboard and mentor newer team members