Customer Support Team Manager

Topline Pro; New York (NY); On-site; USD 110,000 - 140,000; Full time

Benefits offered by this job

Full Medical, Dental, and Vision Health Coverage

Unlimited vacation

Company-paid Wellhub membership

Dinner covered with Uber Eats

Job summary

Topline Pro is hiring a Customer Support Team Manager in New York to lead and scale their Support function. You will oversee daily operations, improve customer support metrics, and develop a high-performing team. Ideal candidates will have extensive experience in customer support leadership and thrive in a dynamic startup environment.

The role offers a competitive salary between $110k and $140k, full health coverage, and additional perks like unlimited vacation and a gym membership.

Qualifications

• 8+ years of customer support leadership experience.
• Experience in a fast-growing startup environment.
• Ability to track and improve core support metrics.

Responsibilities

• Manage daily support operations for the team.
• Build and maintain systems for support metrics.
• Recruit, coach, and develop team members.

Skills

Customer support leadership

People management

Metrics tracking

Cross-functional collaboration

Technical troubleshooting

Tools

Zendesk

Intercom

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.

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.