Customer Support Team Lead

Job Description About Topline Pro

We’re building 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 is co-founded by Nick Ornitz (CEO) and Shannon Kay (COO) with an excellent team of 70+ rockstars with plans to expand more in 2025. We serve thousands of local service businesses and were named as one of the 2023 and 2024 top 50 Tech Companies building for SMBs.

We're YC-backed and well funded with several years of runway, and we’ve experienced rapid growth in 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’re expanding our Onboarding team, and this role will be essential in ensuring our customers are set up for success from day one. You’ll drive the team that is responsible for reducing their time to value by guiding them through the initial stages of their journey, driving early retention and satisfaction. As we continue to grow, we’re looking for someone excited to shape how we deliver a seamless and impactful onboarding experience that sets the foundation for long-term success. This is your chance to join a rapidly growing company and directly influence customer satisfaction and success.

We believe “great candidates” do not come about through simply a checkmark next to past experiences. 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 you'll do

• Customer Support Leadership: Lead a team of customer support specialists, including on-site and remote members, ensuring they provide exceptional service to a diverse portfolio of customers.

• Team Development and Success: Foster the growth of your team, transitioning support specialists into customer success managers by providing guidance, mentorship, and professional development opportunities.

• Strategic Support Development: Create and implement effective support strategies, including templates, plans and talk tracks, to enhance team performance and improve customer interactions.

• High-Volume Communication Management: Oversee incoming customer calls, email, and text communications, ensuring timely responses and effective solutions for a seamless customer experience.

• Customer Retention: Handle escalations, drive resolution with disgruntled customers, and set plans with customers to get them back on a successful path.

• Guide Social Media and Content Monitoring: Oversee manual updates and monitor social media content, responding proactively to customer feedback and inquiries.

🎯 What we’re looking for

• Proven Leadership Experience: A background in mentoring or leading customer-facing teams, ideally in customer support, success, or sales roles. Experience with SMBs and SaaS environments is a bonus.

• Excellent Communication Skills: Strong verbal and written communication skills to manage high volumes of customer interactions and maintain professionalism across all channels.

• Passion for Team Development: A dedication to helping team members grow by providing ongoing coaching and feedback.

• High-Volume Management Ability: Comfort with handling a large volume of communications, ensuring timely responses and clear, actionable solutions.

• Problem-Solving and Conflict Resolution: Experience in turning customer challenges into opportunities, working to resolve complaints and improve customer satisfaction.

• Advanced Time Management Skills: Exceptional ability to prioritize and manage multiple relationships and initiatives simultaneously, ensuring deadlines are met without compromising quality.

• Experience in Agile, Startup Environments: Previous experience or a strong desire to work in small teams within a fast-paced, agile, and dynamic startup environment.

• Coaching Mindset: Eagerness to develop team members and help them reach their potential while aligning with company goals.

• NYC-based: Excited to work with us in-office 5 days a week.

🤗 Who you are

• Collaborative Team Player: Thrives in a fast-paced, in-office environment with the drive to contribute every day

• Dynamic Self-Starter: Comfortable navigating ambiguity, you take initiative and bring solutions to the table

• Ambitious Growing Professional: Cultivating a growth-mindset, passionate about continuous learning, and committed to personal and professional growth

• Continuous Learner: You thrive on growth. You’re eager to expand your skills, evolve your expertise, and cultivate a growth mindset.

🙌 What we offer

• Competitive cash compensation ($95-$105K) + equity package

• Work 5-days in office from our new office in Williamsburg, Brooklyn

• Full Medical, Dental and Vision Health Coverage

• Computer and workspace enhancements

• Monthly stipend for mental and physical health

• 401(k) plan (non-matching)

• Unlimited vacation, 9 company holidays, 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