Member Services Team Lead

Responsibilities

• Own real-time execution during assigned shifts across chat and phone queues, monitoring queue health and workload distribution.
• Serve as a day-to-day support for Member Services Associates, providing real-time coaching on judgment calls and prioritization.
• Conduct quality reviews and deliver actionable feedback to team members.
• Act as the first line of escalation for pharmacy and insurance issues, including coverage rejects and fulfillment delays.
• Identify breakdowns in workflows and flag patterns or risks to leadership.
• Support the onboarding and ramping of new hires.

Requirements

• 2–4 years of experience in healthcare support, pharmacy operations, insurance navigation, or related fields.
• Proven experience coaching, mentoring, or acting as a lead in a frontline environment.
• Strong understanding of pharmacy workflows, insurance coverage concepts, and medication access processes.
• Ability to handle escalations and emotionally charged member situations with professionalism.
• Strong written and verbal communication skills.
• Ability to balance hands-on operational work with people leadership.

Preferred Qualifications

• Experience supporting specialty or high-demand medications.
• Proficiency with Zendesk or similar CX tools.
• Familiarity with QA frameworks and support performance metrics.
• Fluency in Spanish or another commonly spoken member language.

Benefits

• Access to the full Maven platform, including mental health, reproductive health, and pediatrics.
• 16 weeks of 100% paid parental leave and a new parent stipend.
• Annual professional development stipend and access to a personal career coach.
• 401K matching for US-based employees with immediate vesting.
• Hybrid work options and wellness partnerships.

About the Company

Maven Clinic is the world's largest virtual clinic for women and families. We provide clinical, emotional, and financial support across fertility, maternity, pediatrics, and menopause. Recognized by TIME 100 and Fast Company, Maven is on a mission to make healthcare work for everyone.