As the Customer Support Manager, you will own our support operations, run and hire the team of support reps, solve complex issues, build systems that support Maven's marketplace, develop automation to increase leverage, and improve standard operating procedures.

You will interface with four distinct customers:

• Maven's Experts (~40% of your time): Our experts are at the top of their fields, and yours will be the voice they hear when they need escalated, 1:1 support from our team.
• Maven's Customers (~10% of your time): Our customers are mid-career professionals looking to upskill in the ever-changing post-AI landscape of professional work.
• Our Students' Employers (~50% of your time): Maven's B2B business represents ~10% of our sales and is growing quickly. Currently, not all of our B2B customers' purchases are supported through Maven's website.
• The Internal Maven Team (ongoing): Analyze and report your function's metrics to the broader team.

No prior experience with Maven is required, but experience with marketplaces, edtech, expert platforms, or creator economy is a plus!

As a Customer Support Manager, you will be responsible for:

• Defining what great customer operations look like at scale and delivering on it.
• Scaling the team and owning increasingly strategic initiatives.
• Providing high-quality support to customers, including resolving complex issues and escalating when necessary.
• Building and maintaining relationships with customers, including communicating effectively and empathetically.
• Collaborating with cross-functional teams, including product, marketing, and sales.

The ideal candidate will have:

• 3-5 years of experience in customer support, operations, or business operations roles.
• Experience managing team members and having a heavy hand in leading a support (or related) function.
• Excellent communication and problem-solving skills.
• Ability to work in a fast-paced environment and prioritize tasks effectively.
• Strong analytical and technical skills, with experience using AI tools to create operational leverage.

We offer a competitive salary range of $80k-$120k, strong benefits, and equity. We are a fully remote team with no-meeting Wednesdays and biannual company offsites.

If you're passionate about delivering exceptional customer experiences and have a proven track record of success in customer support, we encourage you to apply!

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