# Resolution Response Specialist at Maven

- Company: Maven
- What the company does: Maven helps companies retain talent, improve health outcomes, and reduce maternity and fertility costs. We support every path to parenthood: Pregnancy, Fertility, Egg Freezing, Adoption, Surrogacy, Infant Care, Breastmilk Shipping, and Manager Training. Backed by General Catalyst and Sequoia.
- Company website: https://www.mavenclinic.com/
- Type: Startups
- Level: Mid level
- Location: Remote
- Work setup: Remote
- Pay: $82K to $96K base salary per year (USD)
- Posted: 2026-08-27
- Apply by: 2026-10-11
- Apply: https://job-boards.greenhouse.io/mavenclinic/jobs/8756780002
- Page: https://www.1752.vc/careers/jobs/maven-resolution-response-specialist/

## About the role

Maven is looking for a Resolution Response Specialist who will lead the end-to-end resolution of complex, high-risk member escalations, serving as a Tier 2 senior owner within the Resolution Response Team to ensure every escalation is handled consistently, efficiently, and at the right level the first time — restoring member trust while protecting Maven, its clients, and its members. This is a non-exempt, Monday–Friday position with hours of 8:30 a.m.–5:00 p.m. ET and occasional weekend coverage as needed.

## What they're looking for

- Lead service recovery by reviewing low-rated interactions, conducting proactive outreach (call-first where possible), applying de-escalation protocols, and confirming closed-loop resolution with a written member recap
- Communicate with members using approved macros and empathy-led, legally protective language, provide CSMs with concise case summaries and polished client-facing messaging when needed
- Identify and route risk using Critical/High/Standard severity and SEV 2/SEV 3 legal protocols for legal, compliance, discrimination, or regulatory exposure
- Maintain precise documentation in Zendesk and the escalation tracker, applying granular themes, reason codes, and ownership tags to enable reliable root-cause reporting
- Identify escalation trends and drive macro, playbook, and process improvements that reduce recurrence and prevent repeat escalations

Tags: Benefits Support Delivery