# Customer Support Team Manager

Hiring organization: [Topline Pro](https://career.thegoodapps.co/organizations/topline-pro)

Canonical page: https://career.thegoodapps.co/jobs/ca10c7e1-cc1a-4c08-960d-df2aa6ed025e

Listed on Topline Pro's own careers site. Applications go to them directly.

**This role has closed** and is no longer accepting applications.

- Employment type: full time
- Seniority: Senior
- Location: Brooklyn, NY
- Salary: 110000 – 140000 USD per year

## Summary

Lead and scale a customer support team at a venture-backed startup serving small service businesses, managing daily operations, metrics, and cross-functional collaboration while building systems for growth. This role suits an experienced support leader comfortable with hands-on work, decisive action in fast-changing environments, and developing high-performing teams.

_Our summary, not Topline Pro's wording._

## Skills named

DNS, Intercom, Zendesk

## Required

- 8+ years customer support leadership experience
- 2+ years direct people management including hiring and performance management
- Hands-on ownership of daily support operations and queue management
- Experience building and tracking support metrics (CSAT, first-response time, backlog)
- Cross-functional collaboration with Product, Engineering, and Customer Success
- Ability to operate decisively in fast-changing startup environments
- Process design and scaling experience

## Nice to have

- Technical troubleshooting knowledge (domains, DNS)
- Advanced CX tool expertise (Zendesk/Intercom automation, QA frameworks, macros at scale)
- Background in onboarding playbooks and rapid growth scenarios