Customer Support Team Manager

Topline Pro
New York
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Skills: ["Leadership","Communication","Collaboration","Problem-solving","Decision-making"]

Lead and scale the customer support function with a metrics-driven approach, building scalable systems, owning daily operations, and partnering with Product, Engineering, and Customer Success to remove blockers and drive long-term support scalability.

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FursaFursa
Topline Pro
Topline Pro
2 months ago

Customer Support Team Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 37 minutes agoStatus: Live

Job Summary

Lead and scale the customer support function with a metrics-driven approach, building scalable systems, owning daily operations, and partnering with Product, Engineering, and Customer Success to remove blockers and drive long-term support scalability.
Location: New York
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •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.

Pay and Benefits

Perks:Health InsuranceDentalVision401kEquityPaid LeaveWellness Stipend

Key Requirements

  • •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.
  • •Experience collaborating cross-functionally with Product, Engineering, and Customer Success to resolve issues and remove blockers.
Experience:Customer supportStartupsSaaSTechLeadership
Skills:LeadershipCommunicationCollaborationProblem-solvingDecision-making
Languages:English
Tech Stack:ZendeskIntercomDNSDomainsQA frameworksMacrosSOPsOnboarding

Company Brief

Topline Pro
Topline Pro provides business consulting and professional services focused on helping small and mid-sized companies improve operations, sales, and financial performance through tailored advisory, training, and implementation support.
Industry: Consulting
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