Head of Support

Role overview

Maven is hiring a Head of Support to design and run a unified, high-quality support experience for both enterprise and consumer customers. The position is based in San Francisco, CA, USA, with New York, NY, USA also listed as a location.

This is a senior, hands-on leadership role focused on building a scalable support organization rather than simply managing day-to-day ticket flow. The person in this role will shape the team structure, processes, systems, and AI-powered workflows needed to deliver strong customer outcomes while keeping headcount growth efficient.

The compensation listed for this role is USD 200k-275k per year, plus equity.

Key responsibilities

• Oversee the support organization serving both enterprise and consumer users.
• Create a single operating structure for queue management, coverage planning, escalations, service-level targets, quality checks, reporting, and team performance tracking.
• Coach and grow a distributed team with high standards for empathy, technical reasoning, response speed, and written communication.
• Own the support technology stack, including bot agents, AI-assisted triage, ticket routing, knowledge retrieval, and agent productivity workflows.
• Work closely with Sales, Customer Success, Product, Engineering, and RevOps to convert recurring customer issues and ticket patterns into product and experience improvements.
• Strengthen enterprise support for complex, high-touch cases while improving consumer support efficiency through documentation, automation, and tooling.
• Make thoughtful hiring decisions as the company expands, balancing team growth with process improvements, product fixes, and AI leverage.
• Act as the escalation owner for difficult, high-priority, or unclear customer situations.

What the company is looking for

• At least 8 years of experience in customer support, technical support, customer experience, or support operations at a fast-growing tech company.
• Minimum 4 years of experience managing support teams, preferably across multiple support channels, distributed team members, contractors, or technical specialists.
• Proven ability to build support workflows, escalation frameworks, knowledge systems, QA processes, reporting, and team operating cadences from early-stage or scaling environments.
• Strong technical understanding and comfort partnering with Product and Engineering on bugs, escalations, administrative workflows, enterprise software, and user-impacting problems.
• Hands-on experience using AI, automation, help desk platforms, or support operations tools to improve customer experience and team productivity.
• Strong ownership, sound customer judgment, and the ability to operate effectively in uncertain situations.

Compensation and additional details

Salary range: USD 200,000 to 275,000 per year, plus equity.

Location: San Francisco, CA, USA, with New York, NY, USA also mentioned.

The posting states that this is a full-time, onsite role.