# Customer Support Team Lead

**Company:** [Topline Pro](https://hotfix.jobs/companies/topline-pro)
**Location:** Brooklyn, NY
**Role:** Customer Support
**Salary:** $110k – $140k/yr
**Experience:** 8+ years
**Skills:** Zendesk, Intercom, Csat Tracking, Sla Management, Queue Management, Metrics Reporting, Team Leadership, Performance Management, Process Design, Technical Troubleshooting
**Posted:** 2026-06-16

> Lead and scale the customer support function by owning daily operations, building scalable systems, coaching a high-performing team, and driving measurable improvements in support metrics. Requires 8+ years of support leadership experience including 2+ years of people management.

## Job Description

## 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.

## 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.

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