Customer Support Manager

Maven

Remote
$80k - $120k in salary ph
Remote
Lead customer support function
Build scalable support systems
Develop automation for leverage
Lead our support function and bring structure & scalability to a critical part of the business

Job Summary

  • Lead our support function and bring structure & scalability to a critical part of the business.
  • Own our customer operations and support and oversee our nearshore support team.
  • You'll report to Audrey (Operations Manager) during your initial training period (~3 months), then transition to reporting to Mallory (VP Growth).

Matching Summary

Lead our support function and bring structure & scalability to a critical part of the business.

Salary

$80k - $120k in salary

Skills & Requirements

Must-have

  • Lead customer support function
  • Build scalable support systems
  • Develop automation for leverage
  • Improve standard operating procedures
  • AI-first playbook for customer support
  • Manage nearshore support team
  • Handle complex student/instructor issues
  • Interface with experts and students
  • Systematize enterprise deals off-platform
  • Analyze and report support metrics
  • High ownership mindset
  • Tech-forward learner
  • Use AI tools for leverage

Nice-to-have

  • Attention to detail
  • Excellent taste and judgment
  • Prior work with marketplaces
  • Prior work with edtech
  • Prior work with expert platforms
  • Prior work with creator economy

Key Requirements

  • 3-5 years in customer support, operations, or business operations roles
  • Managed team members
  • Led a support function
  • Extremely fast, tech-forward learner
  • Adept at using Intercom
  • Adept at using AI tools

Work Rights

Not specified

Tailored Resume

Cover Letter