Customer Support Manager
New
M
MavenEdTech
Remote; US time zones +/- 1 hour, US time zones +/- 1 hourFull-TimeManager
Salary80,000 - 120,000 USD per year
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Job Details
- Experience
- 3–5 years in customer support, operations, or business operations roles.
- Required Skills
- Google WorkspaceSlackNotion
Requirements
- 3–5 years in customer support, operations, or business operations roles.
- Managed team members and had a heavy hand in leading a support (or related) function.
- Attention to detail.
- High ownership mindset.
- Excellent taste and judgment.
- Extremely fast, tech-forward learner.
- Adept at using Intercom.
- Actively learning to use AI tools to create operational leverage.
- Prior work with marketplaces, edtech, expert platforms, or creator economy is a plus.
Responsibilities
- Lead our support function and bring structure & scalability to a critical part of the business.
- 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; and 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, and 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.
- Analyze and report your function’s metrics to the broader team.
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