---
title: 'Customer Support Team Manager at Topline Pro'
canonical: 'https://feeny.ai/job/customer-support-team-manager-topline-pro-brooklyn-jm3h8n036s6w'
type: 'job'
last_seen: '2026-09-06'
---

# Customer Support Team Manager at Topline Pro

- **Company:** Topline Pro
- **Location:** Brooklyn, NY
- **Employment:** full-time
- **Work type:** onsite
- **Posted:** 2026-06-16
- **Last confirmed live:** 2026-09-06
- **Apply:** https://jobs.ashbyhq.com/topline-pro/10a4dd49-8551-4b04-93ab-8e05ec6d942f

## 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 https://www.linkedin.com/in/nick-ornitz-766935a5/ (CEO) and Shannon Kay https://www.linkedin.com/in/shannonekay/ (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 https://www.prnewswire.com/news-releases/topline-pro-named-to-2023-smbtech-50-301805646.html.

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.

## About Topline Pro

## Company Overview
- **One-liner**: Topline Pro provides an AI-powered platform that helps home service professionals generate websites, manage marketing, handle sales, and streamline operations to grow their businesses.
- **Entity Type**: Private (Series B)
- **Headquarters**: New York, New York, United States
- **Founded**: 2020
- **Founders**: Nick Ornitz (Co-Founder & CEO), Shannon Kay (Co-Founder & COO)

## Core Business
- Primary industry/industries: Home Services Technology, AI-powered SaaS for SMBs
- Target customers: Home service professionals (roofers, landscapers, electricians, plumbers, etc.), ranging from solo operators to growing teams
- Mission or purpose statement: To empower SMBs with AI that gets work done—helping them win work, do work, and get paid. The company aims to be an “unfair advantage” for pros too busy doing the work to manage their online presence.

## Products & Services
- **Topline Pro Platform (AI Sales Assistant & Marketing Suite)**: An integrated SaaS platform that includes:
    - **AI Website Builder**: Rapidly creates custom, SEO-optimized websites for pros.
    - **Prospect Feed**: Surfaces local jobs as they appear for instant action.
    - **AI Lead Response**: Automatically responds to new inquiries to capture leads.
    - **Review Management**: Collects and shares 5-star reviews to build trust.
    - **Social Media & Content Automation**: Auto-posts content to keep businesses visible.
    - **Invoicing & Payments**: Sends invoices, accepts online payments, and automates reminders.
    - **Customer Hub**: Centralizes all customer details, history, and communication.
    - **Calendar Management**: Provides an organized, conflict-free scheduling system.
    - **Targeted Advertising**: Optimizes ads to put pros in front of ready-to-hire customers.

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed
- **Key Metrics**:
    - **Total Funding**: $44.13M (including a $27M Series B raised approximately one year ago)
    - **Revenue Booked for Customers**: Over $655M
    - **Positive Reviews Generated**: Over 100M
    - **Small Businesses Powered**: 30K+
    - **States Served**: 30+ U.S. states
- **Notable Investors**: Y Combinator (Winter 2021 batch) and other world-class investors (specific names not fully listed, but the company states it is “supported by world-class investors who believe in our mission”)
- **Growth Signals**: Raised a $27M Series B; reports $655M+ in revenue booked for customers; serves thousands of home service pros across 30+ states; team size has grown significantly (listed as 28 on YC but appears larger based on leadership team structure).

## Competitive Advantages
- **AI-First, Done-for-You Approach**: Unlike DIY website builders, Topline Pro’s AI acts as a “real teammate” that handles website creation, review collection, lead response, and content posting automatically.
- **Vertical Focus**: Solely dedicated to the home services industry, allowing deep specialization in the workflows and needs of pros like roofers and landscapers.
- **Unified Platform**: Replaces the need for pros to piece together disparate tools (website builder, CRM, invoicing, marketing) with a single, integrated solution.
- **Proven Results**: Tangible metrics (over $655M in revenue booked, over 100M reviews generated) demonstrate strong product-market fit and customer value.

## Strategic Focus
- **Scaling the Platform**: Using the $27M Series B to expand product capabilities and market reach.
- **Deepening AI Capabilities**: Continuing to build AI that automates more of the business management workload for pros.
- **Growing the Customer Base**: Expanding from thousands to tens of thousands of small businesses across more U.S. states.

## Why Work Here
- **High-Impact Mission**: The company is “building for builders,” serving a massive, underserved market of home service pros who are skilled at their craft but struggle with business management.
- **Strong Growth Trajectory**: As a well-funded Series B company (raised $27M), Topline Pro is in a high-growth phase, offering opportunities for ownership and impact.
- **Culture & Values**: Emphasizes speed, big thinking, and celebration of wins. Core values include “Be an Owner,” “Think Big, Learn Fast,” and “One Team, One Dream.”
- **Work Environment**: In-person collaboration is valued, with offices in Brooklyn and Boston. The team also has retreats and a “pod culture” with monthly budgets for connection.
- **Benefits**: Comprehensive medical, dental, and vision plans; monthly wellness stipend; 401(k) plan; monthly AI tool stipend; yearly professional development budget; top-tier work equipment.
- **Leadership**: Led by founders Nick Ornitz (CEO) and Shannon Kay (COO), with a strong leadership team including a VP of Engineering, VP of Data, VP of Sales, and Head of Design.

## Sources
1. [toplinepro.com](https://www.toplinepro.com/)
2. [toplinepro.com/careers](https://www.toplinepro.com/careers)
3. [jobs.ashbyhq.com](https://jobs.ashbyhq.com/topline-pro)
4. [cbinsights.com](https://www.cbinsights.com/company/prophone-1)
5. [ycombinator.com](https://www.ycombinator.com/companies/topline-pro)

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