Customer Support Manager

Maven is a leader in the creator economy, providing a platform for expert-led courses and workshops. They are seeking a Customer Support Manager to lead their support function, focusing on developing scalable systems and managing a support team to enhance customer operations for both individual and B2B clients.

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
• Define what great customer operations look like at scale and deliver on it
• Handle complicated refund disputes
• Give advice on student management questions
• Provide a high level of service to top instructors
• Partner with our students to resolve their highest-escalated support cases
• Own and systematize the enterprise deals that are conducted off-platform through Stripe
• Coordinate across multiple stakeholders - corporate buyers, Maven experts, and internal teams
• Create and track invoices
• Identify patterns and design 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

Requirements:

• 3–5 years in customer support, operations, or business operations roles
• Experience managing team members and leading a support (or related) function
• Attention to detail
• High ownership mindset
• Excellent taste and judgment
• Ability to communicate well and strike the right tone
• Adept at using (or actively learning to use) AI tools to create operational leverage
• Familiarity with tech stack including Intercom, Notion, Slack, Loom, Mercury, Amplitude, Metabase, Attio, Customer.io, Linear, Stripe, Google Suite
• Prior work with marketplaces, edtech, expert platforms, or creator economy is a plus!