Manager, Tier I Support

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 teams 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

Benefits

Diversity, Equity, and Inclusion

Maxio is committed to providing an environment that promotes equality, diversity, and inclusion. Its 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.

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