Topline Pro

1 month 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: 17 hours 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: United States

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

Website

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Topline Pro

1 month 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: 17 hours agoStatus: Live

Job Summary

Location: United States

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

Industry: Consulting

Website