Availability awaiting confirmation
We are waiting for a fresh update from the source. This page preserves the last received job details; current availability is not confirmed.
Job description
Overview
Maxio is a PE-backed software business that helps B2B SaaS companies unlock their next stage of growth. We are committed to redefining how CFOs and CEOs run their businesses, raise money, and manage investors. Our billing and financial operations platform addresses the unique challenges of B2B SaaS companies, including complex billing, subscription management, revenue and expense recognition. The platform also provides investor-grade SaaS operating metrics and analytics to help executives run their companies more effectively and raise money more efficiently. Today, Maxio serves over 2,000 customers and processes more than $17B in revenue for those customers.
About the role
As the Manager of Tier I Support, you will lead our global team of Tier 1 Product Support Specialists and Consultants, ensuring timely and high-quality support for our customers. You will oversee day-to-day operations, coach team members, and drive performance through data and processes. This position reports to the Director of Customer Support and plays a key role in scaling support operations, improving customer experience, and developing the next generation of support talent. The ideal candidate is a customer-obsessed, metrics-driven leader who brings 2+ years of frontline support management experience in a SaaS environment with teams of 8 or more agents.
Key Responsibilities
Lead and manage a distributed (Philippines, US, and Ireland) team of Tier I support professionals
Own and continuously drive improvements around our Support team’s key metrics including CSAT, time to first response, resolution time, and ticket backlog
Coach and develop team members through 1:1s, goal setting, and career planning
Partner with Tier II support and support operations to ensure seamless issue escalation and resolution
Manage staffing, scheduling, and coverage to ensure global support availability
Review support trends and customer feedback to inform product and process improvements resulting in reduced case loads and increased throughput
Help refine support team onboarding, training, and quality assurance programs
Drive a culture of accountability, ownership, and continuous improvement
Required Skills & Qualifications
2+ years of experience as a support team manager, ideally in a fast-paced SaaS environment with 8+ agents
Experience managing ticketing workflows; experience with Zendesk preferred
Experience with Salesforce and Jira preferred
Proven success managing and mentoring a global or distributed team
Track record of using metrics to improve team performance and customer satisfaction
Exceptional communication, organization, and decision-making skills
Comfortable working cross-functionally and influencing without authority
Empathy for both customers and team members; ability to balance quality and efficiency
Experience with support automation, macros, triggers, or AI tools is a plus
Bachelor’s degree or equivalent experience
Benefits
Health, dental, and vision insurance plans
Medical and dependent care flexible spending accounts
Paid monthly mental healthcare access with Headspace
Open PTO – because making time for life is important
13 paid standard holidays each year, including a company-wide Winter Break
401(k) savings plan with company match
MacBook laptop
Paid parental leave
A collaborative, entrepreneurial learning environment with a proven playbook
Diversity, Equity, and Inclusion
Maxio is committed to providing an environment that promotes equality, diversity, and inclusion. It’s important to us that you bring your true self to work every day, regardless of age, ethnicity, religion, citizenship, gender identity, sexual orientation, disability status, neurodiversity, or otherwise.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Customer Service
Industries
Wireless Services, Telecommunications, and Communications Equipment Manufacturing
#J-18808-Ljbffr
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.