Senior Support Associate (Health-tech)

TL;DR

Senior Support Associate (Health-tech): Deliver exemplary service to members and providers in a digital care setting, supporting programs like fertility and family planning, and complex GLP-1 medication access. Focus on navigating product functionality, benefits eligibility, pharmacy coordination, and resolving member escalations while contributing to product and process improvements.

Location: Remote (US). This role requires active work authorization in the US and is open to candidates located within the United States.

Salary: $55,000 - $65,000 per year

Company

hirify.global is the world's largest virtual clinic for women and families on a mission to make healthcare work for all of us, providing clinical, emotional, and financial support through digital programs.

What you will do

• Serve as the first point of contact, delivering exemplary service to members and providers via phone, email, and live chat.
• Educate members on Maven's product functionality, benefits eligibility, and provider services.
• Assist members with account setup, enrollment, pharmacy coordination, and appointment booking.
• Provide first-line technical support and escalate complex technical and member experience issues.
• Collaborate with teammates and cross-functionally to resolve member escalations and improve processes.
• Relay member insights to management to enhance product development and workflows.

Requirements

• Active work authorization in the US is required.
• 2+ years of experience in high-volume customer service settings.
• Experience providing customer support via phone, live chat, and messaging.
• Strong written and verbal communication skills with a high degree of empathy.
• Ability to work independently and collaboratively in a remote team environment.
• Commitment to a set schedule, including potential weekend shifts (e.g., Tuesday-Saturday or Sunday-Thursday 8:00am-5:00pm EST).

Nice to have

• Experience working in the health-tech, fertility benefits, or insurance space.
• Experience supporting specialty medications, chronic condition programs, or medications requiring intensive insurance steps.
• Experience coordinating with pharmacies, prescribers, or clinical operations teams.
• Experience working with Zendesk (live chat, email, or phone), Slack and Google Workspaces.
• Experience working at a fast-paced start-up.

Culture & Benefits

• Fully remote work environment for US-based candidates.
• Comprehensive benefits package including employer-covered health, dental, and insurance.
• Access to Maven platform and specialists for mental health, reproductive health, and family care.
• 16 weeks of 100% paid parental leave and new parent stipend (after 1 year of service).
• Annual professional development stipend and access to a personal career coach.
• 401K matching for US-based employees with immediate vesting.