Manager, Tier I Support (Remote) at Maxio

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 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 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

Maxio Benefits & Perks

• 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.