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Customer Support Team Manager

Topline Pro
Brooklyn, NY

Apply Now

Job Details

Full-time
$110,000 - $140,000 a year

Benefits

Health insurance
Dental insurance
401(k)
Snacks provided
Vision insurance
401(k) matching

Qualifications

Managing technical support teams
Managing teams in a customer support role
Tooling
Team leadership
Triage
Coaching
Customer satisfaction tracking
Performance feedback (performance evaluation method)
Incident Escalation
Frontline customer support management
Managing clients in a customer support role
Team development
Hiring
Recruitment and selection
DNS
Macros
Recruiting
Leading team collaboration initiatives
Scalability
Technical troubleshooting support
Backlog management
Cross-functional communication
Team building

Full 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 (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.

Apply Now

Refine Your Search

direct response manager jobs in brooklyn, ny

Customer Support Team Manager

Senior Onboarding Manager

Assistant Manager, Contact Center

Care Manager Supervisor

Community Manager

Pre-Authorization Unit Manager

Operations Training Manager, NYC & Central Region

Team Leader - Hotlines - Remote

Incident Response Manager - Product & Engineering

Client Success Manager, Navigation

Manager-Emergency Operations

Bronx K-12 Campus Safety & Security Manager

Assistant General Manager

Recruitment Manager

Technical Program Manager, Incident Response

PreAuthorization Unit Manager

Assistant Property Manager

Network Manager of High School Placement and Readiness

Senior Lead Customer Support

Technical Support Lead

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What we offer

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