Manager, Tier I Support

OverviewMaxio 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 roleAs 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 ResponsibilitiesLead and manage a distributed (Philippines, US, and Ireland) team of Tier I support professionalsOwn and continuously drive improvements around our Support team's key metrics including CSAT, time to first response, resolution time, and ticket backlogCoach and develop team members through 1:1s, goal setting, and career planningPartner with Tier II support and support operations to ensure seamless issue escalation and resolutionManage staffing, scheduling, and coverage to ensure global support availabilityReview support trends and customer feedback to inform product and process improvements resulting in reduced case loads and increased throughputHelp refine support team onboarding, training, and quality assurance programsDrive a culture of accountability, ownership, and continuous improvementRequired Skills & Qualifications2+ years of experience as a support team manager, ideally in a fast-paced SaaS environment with 8+ agentsExperience managing ticketing workflows; experience with Zendesk preferredExperience with Salesforce and Jira preferredProven success managing and mentoring a global or distributed teamTrack record of using metrics to improve team performance and customer satisfactionExceptional communication, organization, and decision-making skillsComfortable working cross-functionally and influencing without authorityEmpathy for both customers and team members; ability to balance quality and efficiencyExperience with support automation, macros, triggers, or AI tools is a plusBachelor's degree or equivalent experienceBenefitsHealth, dental, and vision insurance plansMedical and dependent care flexible spending accountsPaid monthly mental healthcare access with HeadspaceOpen PTO – because making time for life is important13 paid standard holidays each year, including a company-wide Winter Break401(k) savings plan with company matchMacBook laptopPaid parental leaveA collaborative, entrepreneurial learning environment with a proven playbookDiversity, Equity, and InclusionMaxio 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 levelMid-Senior levelEmployment typeFull-timeJob functionCustomer ServiceIndustriesWireless Services, Telecommunications, and Communications Equipment ManufacturingJ-18808-Ljbffr