Maven - Customer Support Manager

• 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. • Attention to detail. • 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! • High ownership mindset. • 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?” • Excellent taste and judgment. • 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. • You should be an extremely fast, tech-forward learner. • 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! • Prior work • 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. • 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. • Audrey • Mallory • Rishin • 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.