Topline Pro

Customer Support Team Manager

Brooklyn, NY

Sponsorship not specified$110k-$140kDetected 35 days ago

LLMsPerformance ManagementCustomer SuccessCustomer SupportZendeskIntercomDNSShopifyLeadershipMentoring

About the role

We move with urgency, think long-term, and take pride in driving impact. - Boom!: We take time to celebrate each other's achievements, big and small-at work and in life-because shared success fuels lasting momentum.
We help service pros (e.g., roofers, landscapers, painters, cleaners) acquire direct business, fast.
Up and running within minutes using Gen AI, our digital storefront products help pros get discovered, trusted, and booked repeatedly.

We're hiring a Customer Support Team Manager to lead and scale our Support function while ensuring an exceptional customer experience.
You'll build systems and rhythms that improve execution and quality, translate company goals into clear team priorities, and own daily support operations.
You'll recruit, coach, and develop a high-performing team while rolling up your sleeves when needed.
As a cross-functional partner to Product, Engineering, and Customer Success, you'll remove blockers and keep the team aligned.
Build and maintain scalable systems and rhythms that drive measurable improvements in core support metrics (call answer rate, first response time, task backlog).
Recruit, coach, and develop team members, setting a high-performance bar with clear, actionable feedback.
Collaborate cross-functionally with Product, Engineering, Operations, Sales, and Customer Success to resolve issues and remove blockers.
Model hands-on leadership by jumping into support tasks when needed to set the standard.
8+ years of customer support leadership, including at least 2+ years of direct people management (hiring, coaching, performance management, exits).
Ability to set up lightweight metrics tracking (CSAT, first-response time, backlog) and deliver measurable improvements.

Experience building a team at a fast growing, ever-changing startup environment.
Hands-on ownership of daily support operations (queue health, SLA adherence, triage, escalations).
$110k-$140k + equity
Full Medical, Dental, and Vision Health Coverage
Unlimited vacation, 9 company holidays including election day, and 1 personal volunteer day a year
Company-paid Wellhub membership for fitness and wellness

This listing is sourced directly from Topline Pro's careers page and normalized into a canonical job model.