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.

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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.

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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