Customer Support Team Manager

Job description

📣 ROLE SUMMARY 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. This role is ideal for a metrics-driven, decisive, pragmatic operator who thrives in ambiguity, brings structure to chaos, and balances near-term execution with long-term scalability. ⚡ WHAT YOU'LL DO - Own daily support operations: manage queues, SLAs, triage, and escalations. - Build and maintain scalable systems and rhythms that drive measurable improvements in core support metrics (call answer rate, first response time, task backlog). - Report on core metrics regularly (daily/weekly/monthly) to team and other stakeholders, reflecting on and sharing drivers and active efforts to improve metrics. - Lead strategic team planning and reviews: plan and run quarterly planning, retrospectives, and weekly cadences. - 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. 🎯 WHAT WE’RE LOOKING FOR - 8+ years of customer support leadership, including at least 2+ years of direct people management (hiring, coaching, performance management, exits). - 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). - Ability to set up lightweight metrics tracking (CSAT, first-response time, backlog) and deliver measurable improvements. - Strong operator who can set priorities, run planning/review cadences, and act decisively in a lean, fast-changing environment. - Comfortable jumping into the queue when needed to model standards and support the team. - Experience collaborating cross-functionally with Product, Engineering, and Customer Success to resolve issues and remove blockers. - Exposure to technical troubleshooting (domains, DNS) and advanced CX tools (Zendesk/Intercom automation, QA frameworks, macros at scale). - Background in process design and scaling (SOPs, onboarding playbooks, or leading through rapid growth). 🤗 WHO YOU ARE - A metrics-driven leader who develops team members through clear feedback, coaching, and high standards. - A hands-on operator who thrives in ambiguity and brings structure as the team scales. - Decisive and pragmatic, with a strong bias for action in fast-changing environments. - A collaborative partner who works transparently across Product, Engineering, and Customer Success. - Driven to deliver excellent customer experiences and to build a support org that contributes to long-term success. 📅 HIRING PROCESS - Recruiter Screen - Cross-Functional Screen - Hiring Manager Screen - Onsite - CoFounder Screen 🙌 WHAT WE OFFER - $110k-$140k + equity - Full Medical, Dental, and Vision Health Coverage - Computer and workspace enhancements - 401(k) plan (non-matching) - Unlimited vacation, 9 company holidays including election day, and 1 personal volunteer day a year - Opportunity to take on significant responsibility and ownership in scaling a product that can change the lives of home service pros - Company-paid Wellhub membership for fitness and wellness - Dinner covered with Uber Eats + a stocked kitchen to keep you fueled. 🤝 OUR VALUES - No Bullsh*t: We create meaningful results for our customers and drive growth for our team—ensuring progress and impact are felt every day. Our focus, both internally and externally, is on delivering genuine value rather than superficial solutions or benefits without purpose. - Think Big, Learn Fast: We move quickly, acting on data to uncover insights and solutions. We embrace risks, knowing every experiment fuels growth—even when it doesn’t go as planned. - One Team, One Dream: We tackle challenges together with creativity, and an open mind—always seeking solutions and embracing fresh ideas to win as a team. - Empower Every Voice: We welcome diverse perspectives and bold ideas, creating space for authenticity and respect—because great ideas come from everywhere. - Be an Owner: We take responsibility for outcomes, act in the company’s best interest, and treat every dollar as our own. 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. And we end all team meetings in a “Boom!” 🏠 ABOUT TOPLINE PRO We're building an AI-powered Shopify for service businesses. 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. Topline Pro was co-founded by Nick Ornitz https://www.linkedin.com/in/nick-ornitz-766935a5/ (CEO) and Shannon Kay https://www.linkedin.com/in/shannonekay/ (COO), with an excellent team of 120+ rockstars and plans to expand further in 2026. We serve thousands of local service businesses and were named one of the top 50 Tech Companies building for SMBs in 2023 and 2024 https://www.prnewswire.com/news-releases/topline-pro-named-to-2023-smbtech-50-301805646.html. We're YC-backed and well-funded, with several years of runway, and we've experienced rapid growth over the past year. We're in a phenomenal position to scale, with the financial foundation, product-market fit, and momentum to go big. You'll be joining at an inflection point, where the groundwork is laid, and the path to massive impact is clear. We believe "great candidates" do not come about simply from a check mark next to past experience. We believe in hiring people, not just skills. Even if you do not check every box but find excitement at the prospect of working with us in this capacity, please apply. Topline Pro is committed to building an inclusive workplace and assembling a team from diverse backgrounds. We ensure that individuals with disabilities receive reasonable accommodation throughout the application and interview process. We strongly encourage applications from underrepresented candidates and those from nontraditional backgrounds.