Manager, Tier I Support

Location: Atlanta, Remote 

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 & financial operations platform is designed to meet 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 that help executives run their companies more effectively & 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 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

• 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.

Maxio is committed to providing all team members a truly unique experience with opportunities for professional development and involvement in multiple dimensions of running and growing our business.

Our commitment to Diversity, Equity, and Inclusion: we are committed to an environment that promotes equality, diversity, and inclusion. It's important to us that you bring your true self to work every day, no matter your age, ethnicity, religion, citizenship, gender identity, sexual orientation, disability status, neurodiversity, or otherwise