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Title: VP, Customer Support

Location: New York OR Remote

Maven is the largest virtual clinic for women’s and family health, offering continuous, holistic care for fertility and family building through maternity, parenting, pediatrics and menopause. Maven’s award-winning digital programs are trusted by leading employers and health plans to reduce costs and drive better maternal health outcomes, as well as enhance DE&I in benefits programs. Founded in 2014 by CEO Kate Ryder, Maven has been recognized as Fast Company’s #1 Most Innovative Health Company and has grown to 15 million lives covered. Maven has raised $300 million in funding from leading investors including General Catalyst, Sequoia, Oak HC/FT, Dragoneer Investment Group and Lux Capital.

An award-winning culture working towards an important mission Maven Clinic is a recipient of over 30 workplace and innovation awards, including:

• TIME 100 Most Influential Companies (2023)
• CNBC Disruptor 50 List (2022, 2023)
• Fast Company Most Innovative Companies (2020, 2023)
• Built In Best Places to Work (2023)
• Fortune Best Workplaces NY (2020, 2021, 2022, 2023)
• Great Place to Work certified (2020, 2021, 2022, 2023)
• Fast Company Best Workplaces for Innovators (2022)
• Built In LGBTQIA+ Advocacy Award (2022)

Maven Clinic is looking for a highly experienced, people-first strategic leader to join our team as the VP of Customer Support. In this role, you will be responsible for developing and executing the vision and strategy for our customer support function, ensuring exceptional customer experiences and satisfaction. You will oversee a team of support professionals, set performance targets, and collaborate cross-functionally to drive continuous improvement in our support operations.

What you will be responsible for:

• Developing and executing the customer support strategy: Defining the vision, goals, and objectives for the customer support function in alignment with Maven Clinic’s overall mission and business objectives.
• Team leadership and management: Leading, inspiring, and mentoring a high-performing team of support professionals, fostering a culture of excellence, collaboration, and continuous learning.
• Customer experience management: Driving initiatives to enhance the overall customer experience, including developing and implementing best practices, processes, and tools to ensure efficient and effective support delivery.
• Performance tracking and reporting: Establishing key performance indicators (KPIs) for the customer support function and regularly monitoring and reporting on performance, identifying areas for improvement and taking appropriate action.
• Cross-functional collaboration: Working closely with other departments, such as Product, Engineering, and Client Success, to advocate for customer needs, provide insights from customer support data, and contribute to product and service enhancements.
• Customer feedback and insights: Gathering, analyzing, and leveraging customer feedback and insights to identify trends, improve processes, and drive product and service enhancements.
• Scalability and growth: Developing strategies and scalable support models to accommodate the company’s growth, ensuring the customer support function remains effective and efficient as Maven Clinic expands.
• Vendor management: Collaborating with external vendors and partners to optimize support operations and ensure service level agreements are met.

Minimum Qualifications:

• Bachelor’s degree in a relevant field (business, management, healthcare, etc.). MBA or other advanced degree is a plus.
• 10+ years of experience in a leadership role within customer support or customer experience, preferably in a digital health or technology-focused organization.
• Proven track record of developing and implementing successful customer support strategies that drive customer satisfaction and loyalty.
• Strong leadership and people management skills, with the ability to inspire and motivate teams to achieve their full potential.
• Exceptional communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders.
• Analytical mindset and data-driven decision-making abilities, with proficiency in leveraging customer support data and insights to drive improvements.
• Experience in scaling customer support operations to support business growth and changing needs.
• Familiarity with telehealth or healthcare industry trends and regulations is highly desirable.
• Passion for improving access to healthcare and advancing women’s health is a plus.

For candidates in NYC, CA, CO, the salary range for this role is $225,000-$285,000 per year. You will also be entitled to take part in the company bonus program and receive stock options and benefits. Inidual pay decisions are based on a number of factors, including qualifications for the role, experience level, and skillset.. Inidual pay decisions are based on a number of factors, including qualifications for the role, experience level, and skillset.

At Maven we believe that a erse 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 & Perks:

We are reimagining what a supportive workplace looks like, from the inside out. On top of standards such as employer-covered health, dental, and insurance plan options, and generous PTO, we offer an all-of-you, inclusive approach to benefits:

• Maven for Mavens: access to the full platform and specialists, including care for everything from mental health, reproductive health, family planning, pediatrics.
• Whole-self care through wellness partnerships
• Weekly breakfast, lunch, and get-togethers
• 16 weeks 100% paid parental leave, flexible time upon return, and $1.5K/mo for 2 months, new parent stipend (for Mavens who’ve been with us at least six months)
• Udemy, annual professional development stipend, and access to a personal career coach through Maven
• 401K matching for US-based employees (immediately 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 iniduals 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].