Remote Customer Support Manager Jobs: Manager, Tier 1 Support – SaaS (Global Team, $100K+)

Website Maxio

Big Ideas Need Better Billing

Location: 100% Remote (Must be based in the United States, with team in US, Philippines, Ireland)
Company: Maxio (PE-Backed SaaS Financial Operations Platform)
Job Type: Full-Time, Managerial
Salary: Competitive Salary + 401(k) Match + Comprehensive Benefits

Also See: Customer Service Representative

Lead a global support team for a high-growth SaaS fintech leader. We are hiring an experienced Support Manager to drive customer excellence and scale our frontline operations.

Maxio is a dynamic, PE-backed software company powering the growth of over 2,000 B2B SaaS businesses. Our specialized platform handles complex billing, subscription management, and financial operations, processing more than $17 billion in annual revenue for our customers. We are committed to providing CFOs and CEOs with the tools and insights to run and fund their companies more effectively.

We are seeking a metrics-driven and empathetic Manager, Tier I Support to lead our distributed team of Product Support Specialists. Reporting to the Director of Customer Support, you will be responsible for the day-to-day excellence of our global frontline, ensuring fast, high-quality resolutions that drive customer satisfaction and operational efficiency. This is a pivotal role in scaling our support function as we continue rapid growth.

Key Responsibilities:

  • Manage, coach, and develop a distributed team of Tier I Support professionals across the Philippines, US, and Ireland.

  • Drive continuous improvement in core support metrics including CSAT, First Response Time, Resolution Time, and Ticket Backlog.

  • Conduct regular 1:1s, set clear goals, and create career development plans to mentor team members and foster a high-performance culture.

  • Manage staffing, scheduling, and coverage to ensure 24/5 support availability and seamless handoffs to Tier II teams.

  • Analyze support trends, customer feedback, and ticket data to identify root causes and advocate for product or process improvements that deflect tickets and increase team throughput.

  • Help enhance support onboarding, training programs, and quality assurance standards.

  • Build a team environment of accountability, ownership, and continuous improvement, while partnering effectively with Product, Engineering, and Success teams.

Required Qualifications & Skills:

  • Minimum 2+ years of experience as a Customer Support Team Manager in a fast-paced B2B SaaS environment, directly managing teams of 8 or more agents.

  • Hands-on experience with ticketing systems; Zendesk is preferred. Familiarity with Salesforce and Jira is a plus.

  • A track record of using metrics and KPIs to diagnose problems, coach agents, and measurably improve team performance and customer satisfaction.

  • Experience successfully managing and mentoring remote, distributed, or offshore teams across different time zones.

  • Strong organizational, decision-making, and cross-functional collaboration skills, with the ability to influence without direct authority.

  • Ability to balance customer empathy with operational efficiency, supporting both team members and customers effectively.

  • Bachelor’s degree or equivalent practical experience.

What We Offer:

  • A competitive salary plus a 401(k) with company match, comprehensive health/dental/vision plans, and flexible spending accounts.

  • Lead a global team from anywhere in the U.S. with a provided MacBook and a monthly work-from-home stipend.

  • Open PTO policy, 13 paid holidays, a company-wide Winter Break, and paid monthly mental healthcare access via Headspace.

  • Directly shape the customer experience for a platform processing billions in revenue, with clear visibility and career growth.

  • A collaborative, learning-oriented environment with involvement across multiple dimensions of our growing business.

  • A commitment to diversity, equity, and inclusion where you can bring your authentic self to work.

How to Apply for This Remote Support Leadership Role:

If you are a customer-obsessed leader ready to scale a world-class support team, we encourage you to apply through our official portal.

👉 Click Here to Apply Now: Manager, Tier 1 Support – Remote (US)

Maxio is an equal opportunity employer committed to creating an inclusive environment for all employees across age, ethnicity, religion, gender identity, sexual orientation, disability status, and neurodiversity.

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