You have opted out of job matches in .
To undo this, go to the 'Skills and Interests' section of your preferences.
Posted 5 months ago
Requirements and responsibilities
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 be responsible for overseeing day-to-day operations, coaching team members, and driving 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 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 & Qualifications:2+ 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 experienceMaxio Benefits & PerksHealth, 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.Maxio is committed to providing all team members a truly unique experience with opportunities for professional development and involvement in multiple dimensions of running and growing our business.Diversity, Equity, and InclusionOur commitment to Diversity, Equity, and Inclusion: we are committed to an environment that promotes equality, diversity, and inclusion. It’s important to us that you bring your true self to work every day, no matter your age, ethnicity, religion, citizenship, gender identity, sexual orientation, disability status, neurodiversity, or otherwise
Optionally, you can add more information later (benefits, pre-screening questions, etc.)