Customer Support Manager

Maven

6h•$80,000 - $120,000•Remote

About The Position

Maven is looking for someone to lead our support function and bring structure & scalability to a critical part of the business. Owning our support operations means you’ll: run and hire the team of support reps (small at first); solve our students’ and instructors’ most complex issues; build systems that support Maven’s marketplace as we scale; develop automation to increase leverage; and improve our standard operating procedures. This is about writing a new AI-first playbook for customer support. You get to design our scalable support system and manage the team while doing it. We’re looking for someone to own our customer operations and support and oversee our nearshore support team. Your primary objective will be to define what great customer operations look like at scale and deliver on it. As the function matures, you’ll also have the potential to scale the team and own increasingly strategic initiatives. You’ll interface with 4 distinct customers: 1 | 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. Expect to handle complicated refund disputes, give advice on student management questions, and provide a high level of service to top instructors who need us to go above and beyond. In most cases, there is no playbook: only your judgment and instinct. 2 | 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. You will partner with our students to resolve their highest-escalated support cases. Expect to handle occasional course quality complaints, refund disputes, and additional edge cases. 3 | 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. You’ll own and systematize the enterprise deals that are conducted off-platform through Stripe. This will look like: customer relations (coordinating across multiple stakeholders - corporate buyers, Maven experts, and internal teams), invoice creation and tracking, & identifying patterns and designing scalable processes that navigate both volume and complexity. You will apply your customer success operations knowledge to this distinct area of our business to ensure a seamless checkout experience for our business customers. This work will evolve as we build more B2B solutions into our product. 4 | The Internal Maven Team (ongoing) Analyze and report your function’s metrics to the broader team. Operational insights from your work will help inform product roadmap decisions. Monitor and iterate product rollout based on Support trends. Develop and maintain our Help Center library and Intercom macros as the product evolves. Partner with our VP of Product to create and own pilots like new payment methods and purchasing flows.

Requirements

Attention to detail. You see the small things others miss and understand how this translates into scalable impact.
High ownership mindset. One of Maven’s most foundational values is “do something about it.” Remaining at a high level providing strategy and designing scalable processes isn’t an example of ownership in this role. You must do that and roll up your sleeves to do the actual work. Prioritize well, loop others in when needed, and when you see an area that could use improvement…do something about it!
Excellent taste and judgment. You’ll be the voice our customers hear during high-stakes moments. You must communicate well and strike exactly the right tone. You should also navigate gray areas well: see around corners; know when to escalate, when to be flexible, and when to hold firm. Your favorite question is “What could go wrong?”
Experience: 3–5 years in customer support, operations, or business operations roles. You’ve managed team members and had a heavy hand in leading a support (or related) function.
You should be an extremely fast, tech-forward learner. The key product you’ll use is Intercom. You’re adept at using (or actively learning to use) AI tools to create operational leverage.

Nice To Haves

Prior work with marketplaces, edtech, expert platforms, or creator economy is a plus!

Responsibilities

Run and hire the team of support reps (small at first)
Solve our students’ and instructors’ most complex issues
Build systems that support Maven’s marketplace as we scale
Develop automation to increase leverage
Improve our standard operating procedures
Handle complicated refund disputes
Give advice on student management questions
Provide a high level of service to top instructors who need us to go above and beyond
Partner with our students to resolve their highest-escalated support cases
Handle occasional course quality complaints, refund disputes, and additional edge cases
Customer relations (coordinating across multiple stakeholders - corporate buyers, Maven experts, and internal teams)
Invoice creation and tracking
Identifying patterns and designing scalable processes that navigate both volume and complexity
Analyze and report your function’s metrics to the broader team
Monitor and iterate product rollout based on Support trends
Develop and maintain our Help Center library and Intercom macros as the product evolves
Partner with our VP of Product to create and own pilots like new payment methods and purchasing flows.