Manager, Tier I Support

Maxio; Georgia (VT); Remote; USD 85,000 - 110,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

401(k) savings plan with company match

Paid parental leave

Open PTO

Job summary

A leading software company is looking for a Manager of Tier I Support to oversee their global support team. This role involves improving customer satisfaction metrics, managing daily operations, and fostering a culture of accountability. The ideal candidate will have 2+ years of experience in a SaaS environment and exceptional communication skills. Competitive benefits including health insurance and open PTO are offered.

Qualifications

• 2+ years of experience as a support team manager in SaaS.
• Experience managing ticketing workflows.
• Proven success managing and mentoring a global team.

Responsibilities

• Lead and manage a team of Tier I support professionals.
• Drive improvements around key metrics including CSAT.
• Coach and develop team members through 1:1s.

Skills

Support team management

Customer satisfaction metrics

Communication skills

Zendesk experience

Empathy

Education

Bachelor’s degree or equivalent

Tools

Salesforce

Jira

Job description

Overview

Maxio 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 role

As 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 Responsibilities

• Lead and manage a distributed (Philippines, US, and Ireland) team of Tier I support professionals
• Own and continuously drive improvements around our Support team’s key metrics including CSAT, time to first response, resolution time, and ticket backlog
• Coach and develop team members through 1:1s, goal setting, and career planning
• Partner with Tier II support and support operations to ensure seamless issue escalation and resolution
• Manage staffing, scheduling, and coverage to ensure global support availability
• Review support trends and customer feedback to inform product and process improvements resulting in reduced case loads and increased throughput
• Help refine support team onboarding, training, and quality assurance programs
• Drive a culture of accountability, ownership, and continuous improvement

Required Skills & Qualifications

• 2+ years of experience as a support team manager, ideally in a fast-paced SaaS environment with 8+ agents
• Experience managing ticketing workflows; experience with Zendesk preferred
• Experience with Salesforce and Jira preferred
• Proven success managing and mentoring a global or distributed team
• Track record of using metrics to improve team performance and customer satisfaction
• Exceptional communication, organization, and decision-making skills
• Comfortable working cross-functionally and influencing without authority
• Empathy for both customers and team members; ability to balance quality and efficiency
• Experience with support automation, macros, triggers, or AI tools is a plus
• Bachelor’s degree or equivalent experience

Benefits

• Health, dental, and vision insurance plans
• Medical and dependent care flexible spending accounts
• Paid monthly mental healthcare access with Headspace
• Open PTO – because making time for life is important
• 13 paid standard holidays each year, including a company-wide Winter Break
• 401(k) savings plan with company match
• MacBook laptop
• Paid parental leave
• A collaborative, entrepreneurial learning environment with a proven playbook

Diversity, Equity, and Inclusion

Maxio 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 level

• Mid-Senior level

Employment type

• Full-time

Job function

• Customer Service

Industries

• Wireless Services, Telecommunications, and Communications Equipment Manufacturing