Customer Support Team Manager, Topline Pro
$110-140k
+ Equity
5 days a week in office (Brooklyn, NY)
Generative AI platform for home service business marketing
Be an early applicant
Generative AI platform for home service business marketing
101-200 employees
Be an early applicant
$110-140k
+ Equity
5 days a week in office (Brooklyn, NY)
101-200 employees
Company mission
To empower local service pros across the country.
Role
Who you are
- 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)
- 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
- 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
What the job involves
- 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
- 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
Application process
- Recruiter Screen
- Cross-Functional Screen
- Hiring Manager Screen
- Onsite
- CoFounder Screen
Our take
Home service businesses such as repairs and building contractors must typically focus on the practical, and their business expertise may not lie in digital marketing and expanding their online presence. That’s where Topline Pro comes in, providing automated, generative AI-powered tools to help home service businesses scale their business online.
Topline Pro helps service professionals build a social media presence, simplify and boost online direct bookings and utilise SEO in marketing campaigns. This means that service professionals needn’t juggle tasks that they are not suited to, and can focus on the services they provide. The company received several high-profile awards in 2023, including a naming on the SMBTech 50, sharing the accolade with high-profile tech companies like Gusto and Stripe.
To be listed among these names is no mean feat for 2020-founded Topline Pro, and this was hammered home by significant Series A funding in 2023 which will be used to expand hiring and its generative AI capabilities. The company has seen substantial sales growth between 2022 and 23, indicating that targeting the home services market with robust digital marketing software is a niche they’ve nailed.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Aug 2025
$27m
SERIES B
Jul 2023
$12m
SERIES A
Total funding: $44.2m
Company benefits
- Health & Wellness: Comprehensive medical, dental, and vision plans. plus a Platinum tier Wellhub membership, fully covered by Topline Pro.
- Top tier tools: The tech, equipment, and workspace setup you need to do your best work.
- In-Office Energy: State-of-the-art offices in the heart of downtown Boston and the historic Domino Sugar Factory in Brooklyn, plus late-night Uber Eats coverage and a fully stocked kitchen and pantry so you're never running on empty.
- 401(k) plan: Retirement savings available through Vestwell, with flexible employee contributions.
- Team Retreats & Pod Culture: Company offsites, inter-office travel, team events, and coffee chat budgets designed to build connection across teams.
- Learning & AI Budget: Monthly AI tool funding and annual professional development support to help you keep learning.
Company HQ
Southside, NY
Leadership
Nick Ornitz
(Co-Founder & CEO)Previously Co-Founder and CEO at Dwelling, Engagement Manager at McKinsey & Company, Research and Development Intern at Unilever and Construction Management Intern at Gilbane Building Company.
Shannon Kay
(Co-Founder & COO)Previously Co-Founder and CPO at Dwelling, Senior Analyst at Wayfair and Business Technology Analyst at Deloitte.
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