Customer Support Manager

<h2>ABOUT MAVEN</h2>Maven is reinventing our post-graduate education system from the ground up. We're starting with practical, professional courses on key skills taught by leading experts in your field. Think: learning AI Product Management from a head of product at OpenAI or an engineering lead at Meta. Our cohort-based model means engagement rates are 80-90% instead of the 5-10% from video-based learning. Maven's marketplace has 500+ expert-led cohort-based courses, 70K+ student alumni, and 700K+ registered users. Today, we're direct to consumer but eventually we'll offer certificate programs, MBA-like programs, and sell directly to businesses.We are founder-led; our CEO, Gagan, co-founded Udemy, and our CTO, Shreyans, was the first engineer at Venmo. Our business grew over 100% last year and is on track for profitability. We've raised $25 million from Andreessen Horowitz, First Round, and a supportive network of industry angels.<hr><h2>ROLE OVERVIEW</h2>Maven is growing fast, and we’re evolving our operations to match the pace and potential of that growth. We’re looking for a support manager who can bring structure and scalability to fast-growing parts of the business.You’ll own and strengthen our support operations - working with top instructors, building systems that support Maven’s marketplace as we scale, using automation to increase leverage, and strengthening + improving our standard operating procedures. This isn't about following a playbook, it's about writing one.You’ll also oversee our nearshore Support Manager and take on strategic initiatives across the customer journey. This role represents an opportunity to shape the growth of Maven’s customer support function.<hr><h2>WHAT YOU'LL TACKLE</h2>We’re looking for someone to own our customer operations and support and oversee our nearshore support manager. Your primary objective will be to define what great customer operations look like at scale and deliver on it.As the function matures, you’ll also have the potential to scale the team and own increasingly strategic initiatives.You’ll interface with 4 distinct customers:1 | Maven’s Instructors (~40% of your time)<ul><li>Maven is rebuilding the education system. We’re starting by offering high quality live courses from real-world experts on topics like AI, product, and engineering.</li><li>Our instructors are at the top of their fields, and yours will be the voice they hear when they need support launching and running their course on our platform.</li></ul>2 | Maven’s Students (~10% of your time)<ul><li>Our students are mid-career professionals looking to upskill in the ever-changing post-AI landscape of professional work.</li><li>You will partner with our students to resolve their highest-escalated support cases.</li></ul>3 | Our Students’ Employers (~50% of your time)<ul><li>Maven's B2B business represents ~10% of our GMV and is growing quickly. Currently, not all of our B2B customers’ purchases are supported through Maven’s website. You’ll own and systematize the enterprise deals that are conducted off-platform through Stripe.</li><li>This will look like: customer relations (coordinating across multiple stakeholders - corporate buyers, course instructors, and internal teams), invoice creation and tracking, & identifying patterns and designing scalable processes that navigate both volume and complexity.</li><li>You will apply your customer success operations knowledge to this distinct area of our business to ensure a seamless checkout experience for our business customers. This work will evolve as we build more B2B solutions into our product.</li><li>In the meantime, you will also work directly with the product team to help define our customer success roadmap.</li></ul>4 | The Internal Maven Team (ongoing)<ul><li>Partner with our VP of Product on new initiatives and bring operational insights from your work to inform product roadmap decisions.</li><li>Create and own pilots such as new payment methods and purchasing flows, building playbooks that translate product features into operational reality.</li><li>Monitor and iterate product rollout based on your function’s metrics.</li></ul><hr><h2>WHO YOU ARE</h2>We're open to multiple types of backgrounds, but here's what great looks like:<ul><li>Strong written communication - we have a reading and writing-heavy culture; and moreover, your voice will be the one that customers hear when they need support</li><li>High ownership mindset - you see what needs to happen and make it happen, looping in stakeholders thoughtfully when needed</li><li>Attention to detail - you catch what others miss because you understand small mistakes cascade into big problems</li><li>Taste and judgment - you navigate gray areas well - seeing around corners, knowing when to escalate, when to be flexible, and when to hold firm. Your favorite question (besides “What could go wrong?”) is “How can I plan for the unexpected?”</li><li>Systems thinking - you see how pieces connect and design solutions that account for downstream effects</li><li>Problem-solving in scrappy environments - you're energized by making order from chaos and building infrastructure to professionalize it</li><li>Process design – you know how to turn messy workflows into clear, repeatable systems that empower teams to move faster</li><li>AI and automation literacy - you’re adept at using (or actively learning to use) tools to create operational leverage</li></ul>Experience: 3–5 years in customer support, operations, or business operations roles where you’ve built and improved systems to drive scale.Familiarity with Intercom is nice to have - we use it as our customer support platform, & you’ll be tasked with utilizing its many features to help provide the best possible support experience.Other key products in our tech stack: Notion, Slack, Loom, Mercury, Amplitude, Metabase, Attio, Customer.io, Linear, Stripe, Google SuitePrior work with marketplaces, edtech, expert platforms, or creator economy is a plus!<hr><h2>WHY THIS ROLE MATTERS</h2>You’ll own a key function at its inflection point, and the systems you build will lay the foundation for Maven’s next stage of growth. Within a year, you'll have shaped how Maven thinks about customer support operations, with real ownership over outcomes that matter.For the right person, this is a career-defining opportunity: build systems that scale, partner with Growth and Product leadership, and grow with the company as the function matures.<hr><h2>TEAM & CULTURE</h2>You'll report to <a href="https://www.linkedin.com/in/audreybannon/">Audrey</a> (Operations Manager) during your initial training period (3-6 months), then transition to reporting to <a href="https://www.linkedin.com/in/mallorycontois/">Mallory</a> (VP Growth). You'll also work closely with <a href="https://www.linkedin.com/in/rishinbanker/">Rishin</a> (VP Product) on product and pilot initiatives.Maven is a small, high-trust, high-ownership team. We move fast, write often, and bias toward action. Everyone is hands-on—from the founders to the newest hire. Expect direct feedback, collaborative thinking, and a culture that prizes clarity, impact, and creativity.We are fully remote, with no-meeting Wednesdays and biannual company offsites. Join us to do the best work of your career, and help build the world's most dynamic expert-led learning brand.<hr><h2>COMPENSATION</h2>$80k - $120k in salary with strong benefits and equity.Salary is open to review based on candidate experience; please apply if you know you're a great candidate.<hr><h2>LOCATION</h2>Remote; US time zones +/- 1 hour

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