Customer Success Associate

Topline Pro; New York (NY); On-site; USD 54,000 - 66,000; Full time

Benefits offered by this job

Base salary $60K

Health coverage (Medical, Dental, and

401(k) non-matching

Unlimited vacation

Wellhub membership

Meal delivery via Uber Eats

Ownership opportunities

Job summary

Topline Pro is hiring a Customer Success Associate in the United States to be on the front lines of the customer experience. You will answer inquiries via calls, texts, and emails, guide customers through solutions, and collaborate across onboarding, support, and product teams to improve processes.

Ideal candidates have exceptional communication, a passion for helping people, and a curiosity for technical problem solving.

Qualifications

• Exceptional written and verbal communication skills; able to make complex things sound simple.
• Genuine passion for helping people and delivering great customer experiences.
• Excitement about understanding how to lean into more technical problem solving
• Strong organizational and time management skills; can juggle multiple priorities smoothly.
• Growth mindset, open to feedback and eager to learn and improve.
• Comfort working across different teams and systems; flexible and tech-savvy.
• Spanish fluency is a plus.
• Bonus: prior experience in customer-facing roles such as retail, teaching, acting, or hospitality.

Responsibilities

• Be the first point of contact for customers, answering calls, texts, and emails with empathy, clarity, and urgency.
• Troubleshoot questions and guide customers through solutions, ensuring every interaction leaves them confident and supported.
• Flex between teams, from customer support to onboarding, stepping in where help is needed most.
• Manage tasks in tools like Asana and Google Workspace to keep communication and workflows on track.
• Learn new technologies quickly and help improve internal processes as we scale ranging from our customer teams to our Product/R&D team.
• Collaborate with Customer Success Managers and onboarding specialists to deliver seamless experiences.
• Play a key role in maintaining strong customer sentiment through fast, effective responses and proactive communication.

Skills

Communication skills

Problem solving

Time management

Cross-functional collaboration

Spanish language

Tools

Asana

Google Workspace

Job description

Role Summary

At Topline Pro, we’re building a team of customer-first problem solvers who thrive on helping others succeed. As a Customer Success Associate, you’ll be on the front lines of our customer experience, answering questions, solving issues, and jumping in wherever help is needed. This role is perfect for someone who loves connecting with people, is curious about how tech products work, and wants to build a strong foundation in a go-to-market career. You’ll gain exposure to multiple teams, develop versatile skills, and play a key part in creating an outstanding experience for every Topline Pro customer.

What you'll do

• Be the first point of contact for customers, answering calls, texts, and emails with empathy, clarity, and urgency.

• Troubleshoot questions and guide customers through solutions, ensuring every interaction leaves them confident and supported.

• Flex between teams, from customer support to onboarding, stepping in where help is needed most.

• Manage tasks in tools like Asana and Google Workspace to keep communication and workflows on track.

• Learn new technologies quickly and help improve internal processes as we scale ranging from our customer teams to our Product/R&D team.

• Collaborate with Customer Success Managers and onboarding specialists to deliver seamless experiences.

• Play a key role in maintaining strong customer sentiment through fast, effective responses and proactive communication.

What we’re looking for

• Exceptional written and verbal communication skills; able to make complex things sound simple.

• A genuine passion for helping people and delivering great customer experiences.

• Excitement about understanding how to lean into more technical problem solving

• Strong organizational and time management skills; can juggle multiple priorities smoothly.

• Growth mindset, open to feedback and eager to learn and improve.

• Comfort working across different teams and systems; flexible and tech-savvy.

• Spanish fluency is a plus.

• Bonus: prior experience in customer-facing roles such as retail, teaching, acting, or hospitality.

Who you are

• Excited to begin or grow your career in a go-to-market, customer-facing tech world.

• Love connecting with people and solving problems with a positive attitude.

• Curious, adaptable, and not afraid to jump into new challenges.

• Take pride in doing things well and care deeply about customers’ success.

• Bring energy, empathy, and clear communication to everything you do.

Hiring Process

• Recruiter Screen

• Customer Support Team Manager Screen

• VP of Customer Success Screen

• Case Study Onsite

• Cofounder Screen

What we offer

• $60K base salary + 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

• Company-paid Wellhub membership for fitness and wellness

• Dinner covered with Uber Eats + a stocked kitchen to keep you fueled

• Opportunity to take on significant responsibility and ownership in scaling a product that can change the lives of home service pros

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 benefit 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 (CEO) and Shannon Kay (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.

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.