Customer Support Manager

ABOUT MAVEN

Maven is the home for human expertise on the Internet. We started 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. Over 500 experts use Maven and they earn $40M/year on the platform.

Maven now aims to be the #1 destination for expert creator businesses that include workshops, courses, corporate consulting, 1:1 coaching, and educational products. Today, we're direct to consumer but eventually we'll offer certificate programs, MBA-like programs, and sell directly to businesses.

We’re the industry leaders in a growing segment of the creator economy. As the need to learn AI grows, Maven has become the place to learn valuable skills. As AI takes over more mid-level IC tasks, access to human expertise is ever-more important. We've raised $25 million from Andreessen Horowitz, First Round, and a supportive network of industry angels. Join us to do the best work of your career, and help every professional access the world’s most impressive human experts.

ROLE OVERVIEW

Maven is looking for someone to lead our support function and bring structure & scalability to a critical part of the business.

Owning our support operations means you’ll: 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. This is about writing a new AI-first playbook for customer support. You get to design our scalable support system and manage the team while doing it.

WHAT YOU'LL TACKLE

We’re looking for someone to own our customer operations and support and oversee our nearshore support team. 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 Experts (~40% of your time)

• Our experts are at the top of their fields, and yours will be the voice they hear when they need escalated, 1:1 support from our team. Expect to handle complicated refund disputes, give advice on student management questions, and provide a high level of service to top instructors who need us to go above and beyond. In most cases, there is no playbook: only your judgment and instinct.

2 | Maven’s Customers (~10% of your time)

• Our customers are mid-career professionals looking to upskill in the ever-changing post-AI landscape of professional work.
• You will partner with our students to resolve their highest-escalated support cases. Expect to handle occasional course quality complaints, refund disputes, and additional edge cases.

3 | Our Students’ Employers (~50% of your time)

• Maven's B2B business represents ~10% of our sales 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.
• This will look like: customer relations (coordinating across multiple stakeholders - corporate buyers, Maven experts, and internal teams), invoice creation and tracking, & identifying patterns and designing scalable processes that navigate both volume and complexity.
• 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.

4 | The Internal Maven Team (ongoing)

• Analyze and report your function’s metrics to the broader team. Operational insights from your work will help inform product roadmap decisions.
• Monitor and iterate product rollout based on Support trends. Develop and maintain our Help Center library and Intercom macros as the product evolves.
• Partner with our VP of Product to create and own pilots like new payment methods and purchasing flows.

WHO YOU ARE

We're open to multiple types of backgrounds, but here's what great looks like:

• Attention to detail. You see the small things others miss and understand how this translates into scalable impact.
• High ownership mindset. One of Maven’s most foundational values is “do something about it.” Remaining at a high level providing strategy and designing scalable processes isn’t an example of ownership in this role. You must do that and roll up your sleeves to do the actual work. Prioritize well, loop others in when needed, and when you see an area that could use improvement…do something about it!
• Excellent taste and judgment. You’ll be the voice our customers hear during high-stakes moments. You must communicate well and strike exactly the right tone. You should also navigate gray areas well: see around corners; know when to escalate, when to be flexible, and when to hold firm. Your favorite question is “What could go wrong?”

Experience: 3–5 years in customer support, operations, or business operations roles. You’ve managed team members and had a heavy hand in leading a support (or related) function.

You should be an extremely fast, tech-forward learner. The key product you’ll use is Intercom. You’re adept at using (or actively learning to use) AI tools to create operational leverage.

Some products in our tech stack: Notion, Slack, Loom, Mercury, Amplitude, Metabase, Attio, Customer.io, Linear, Stripe, Google Suite

Prior work with marketplaces, edtech, expert platforms, or creator economy is a plus!

TEAM & CULTURE

You'll report to Audrey (Operations Manager) during your initial training period (~3 months), then transition to reporting to Mallory (VP Growth). You'll also work closely with Rishin (VP Product) on product and pilot initiatives.

We are fully remote, with no-meeting Wednesdays and biannual company offsites.

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.

COMPENSATION

$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.

LOCATION

Remote; US time zones +/- 1 hour

DIRECTIONS

In addition to submitting an application through Greenhouse, we request that all candidates send a customized cover letter to audrey+letter@maven.com with the subject line: “Maven Customer Support Manager Cover Letter.” This cover letter should not be formulaic. If we can tell that this letter could be easily used for another job opening or that it’s written by AI, you will not be considered for the position. Showcasing excellent writing skills matters, but formality does not - we want this to be an example of your writing, rigor, personality, and fit for the role.