Senior Manager, Client Support

• 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)

In this role, you will define and own how Maven identifies, triages, and resolves complex operational issues across the organization, ensuring the right problems reach the right teams, and that root causes are addressed, not just tickets closed. You will own the operating model, lead a team of Client Support Associates, and serve as a key cross-functional partner to teams across Client Delivery, Product, Engineering, and Clinical.

This is a high-ownership, high-visibility role for a senior leader who thrives on operational complexity and knows how to drive a high-performing team. You will work closely with cross-functional partners to drive operational excellence, inform product decisions, and strengthen the systems and team culture that make Maven’s support function a competitive advantage. Maven is an AI-forward organization, and this team actively leverages tools like Claude to continuously improve how we work.

• 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.

• 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.