Manager, Tier I Support jobs in United States
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Maxio · 3 weeks ago

Manager, Tier I Support

positionUnited States
timeFull-time
remoteRemote
seniorityMid, Senior Level
date2+ years exp

Maxio is a PE-backed software business that helps B2B SaaS companies unlock their next stage of growth. As the Manager of Tier I Support, you will lead a global team ensuring timely and high-quality support for customers while driving performance through data and processes.

BillingManagement ConsultingSaaSSoftwareSubscription Service

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

Qualification

Support team managementSaaS experienceMetrics-driven performanceZendeskSalesforceJiraEmpathyExceptional communicationOrganization skillsDecision-making skillsCross-functional collaboration

Required

2+ years of experience as a support team manager, ideally in a fast-paced SaaS environment with 8+ agents
Experience managing ticketing workflows
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
Bachelor's degree or equivalent experience

Preferred

Experience with Zendesk preferred
Experience with Salesforce and Jira preferred
Experience with support automation, macros, triggers, or AI tools is a plus

Benefits

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.

Company

Maxio

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The financial operations platform designed to help B2B SaaS companies unlock their next stage of growth.
dateFounded in 2009
location
Norcross, Georgia, USA
people-size201-500 employees
web-link
https://www.maxio.com

Funding

Current Stage
Growth Stage

Leadership Team

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Randy Wootton 🚀
Chief Executive Officer
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Dan Owens
Chief Financial Officer
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Recent News

Finovate
Fintech Rundown: A Rapid Review of Weekly News
2025-12-17
Business Wire
Maxio Launches Maxio MCP to Accelerate AI-forward Finance With Governed Access to Billing and Revenue Data
2025-12-11
Business Wire
Maxio and Anrok Partner to Simplify Global Tax Compliance for Modern Finance Teams
2025-11-18
Company data provided by crunchbase