Manager, Customer Support and Benefits

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.

Role Overview

Maven is seeking a Manager, Customer Support and Benefits with deep, hands-on experience in fertility benefits to lead a team of 10+ Member Services Representatives. This role is ideal for someone who has worked directly with fertility patients and has a thorough understanding of the complexities of insurance coverage, billing, and reimbursement in the fertility space.

This role goes beyond people management — we’re seeking a true fertility benefits expert who can take ownership of complex financial and insurance escalations. You will serve as a key subject matter expert on fertility-related billing issues, out-of-network claims, insurance coordination, and member financial tracking, driving timely and equitable solutions for our members, employers, and payer partners.

You’ll play a pivotal role in shaping team culture and building scalable processes that ensure we continue delivering high-quality, empathetic care to members on their family-building journeys. We're looking for someone who is ready to roll up their sleeves, solve problems alongside their team, and inspire high performance through compassionate leadership.

The Member Services team supports members seven days a week; therefore, occasional weekend coverage is expected. This position is Monday through Friday, 9:00 AM–5:00 PM EST, with occasional weekend coverage as needed

As a Manager, Customer Support and Benefits at Maven, you will:

• Be the ultimate people manager. Conduct regular one-on-ones, performance reviews, and development planning to promote employee growth and high-impact performance across a team of Member Services Associates and Senior Associates.
• Act as the primary escalation point for member issues and complex fertility-related financial and billing issues, driving problems to resolution while managing communication with key stakeholders.
• Learn the ins and outs of Maven’s business and the day-to-day Member Benefit Services team responsibilities, diving in to directly master our various communication channels and workflows.