Senior Associate, Platform Operations - CX Systems Administrator

About Maven

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 including General Catalyst, Sequoia, Dragoneer Investment Group, Oak HC/FT, StepStone Group, Icon Ventures, and Lux Capital.

Award-Winning Culture

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)

Role Overview

Maven is looking for a Senior Associate, Platform Operations to join our Platform Operations Team. In this role, you’ll serve as a critical partner in support of the day-to-day administration of our Member Experience platforms (primarily Zendesk), enabling scalable operations, and partnering cross-functionally to optimize our CX tooling to better serve our members. You’ll help drive efficiency, enhance agent workflows, and ensure our support platforms evolve alongside our business needs.

Responsibilities

As a Senior Associate, Platform Operations at Maven, you will:

• Own the daily administration of our support tools (Zendesk Support, QA, Workforce Management), including triggers/automations, views, macros, SLAs, and Omnichannel Routing
• Troubleshoot technical or operational issues with support tooling that are reported by our Operations and cross-functional teams
• Provide support on large-scale implementation and improvement projects

Qualifications

We’re looking for you to bring:

• 2-4+ years of experience in Zendesk administration
• Start-up experience
• Strong working knowledge of the Zendesk Platform, including:
  • Support
  • Talk
  • Messaging/Chat
  • Explore
  • Guide (Knowledge)
• Excellent problem-solving skills with a strong technical aptitude
• Detail-oriented, with a passion for building out systems and scalable processes.
• Experience working cross-functionally with Support, Operations, Customer Success, Product, Engineering, IT teams.
• Ability to manage multiple priorities in a fast-paced, high-growth environment

Nice to Have

• Zendesk Admin Certification
• Experience in a healthcare, technology, or fast paced growing startup environment
• Familiarity with WFM (Workforce Management) and QA (Quality Assurance) Tooling
• Experience working with Generative AI based Customer Experience tools (Agent Copilot, Chatbots)

Compensation and Benefits

The base salary range for this role is $98,000 - $110,000 per year. You will also be entitled to receive stock options and benefits. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, and skillset.

Additional Requirements

• This role requires active work authorization in the US.

Work Model

Maven embraces a flexible hybrid work model. Our teams primarily operate from the New York Metropolitan area, NY, and remotely.