Senior Manager, Client Support
About the role
Senior Manager, Client Support
In this role, you will define and own how Maven identifies, triages, and resolves complex operational issues across the organization, ensuring the right problems reach the right teams, and that root causes are addressed, not just tickets closed. You will own the operating model, lead a team of Client Support Associates, and serve as a key cross-functional partner to teams across Client Delivery, Product, Engineering, and Clinical.
This is a high-ownership, high-visibility role for a senior leader who thrives on operational complexity and knows how to drive a high-performing team. You will work closely with cross-functional partners to drive operational excellence, inform product decisions, and strengthen the systems and team culture that make Maven’s support function a competitive advantage. Maven is an AI-forward organization, and this team actively leverages tools like Claude to continuously improve how we work.
As Senior Manager, Client Support you will:
- Own and evolve the operating model for Maven’s Client Support function — intake, triage framework, SLAs, escalation paths, and the governance that holds it together.
- Own issue intake across all four stakeholder channels, making sure nothing falls through the cracks and every problem is in the right hands.
- See issues through from triage to close. Not just route them — own the outcome, keep stakeholders informed, and don’t let things stall.
- Lead and develop a team of Client Support Associates — set expectations, build capability, and create a culture where people take ownership of what they open.
- Bring the operational perspective into Product and Engineering conversations, turning what’s breaking in the field into clear, prioritized inputs for the people who can fix it.
- Go beyond the ticket. When issues recur or cluster around a theme, dig into root cause and bring leadership a recommendation, not just a summary.
- Own escalations on complex or high-impact issues, keeping internal stakeholders informed and expectations managed.