Customer Support Team Lead

We’re looking for a hands-on Customer Support Team Lead to manage and support a small but mighty team. This is an ideal opportunity for someone stepping into their first formal leadership role who enjoys juggling execution and team enablement in a fast-paced, ambiguous environment. You’ll split your time between direct contribution and people support, bringing clarity, coordination, and lightweight systems to help the team scale.

• Manage the day-to-day operations of a small hybrid support team (in-house and virtual).

• Act as a player-coach: support teammates while owning your share of the work.

• Help structure team rhythms, task prioritization, and communication norms.

• Identify quick wins and propose process improvements that support speed and quality.

• Support hiring, onboarding, and ramp-up of new team members.

• Serve as a liaison across product, operations, engineering, and CX to keep support aligned and unblocked.

• Contribute to internal documentation and tooling that helps the team operate more efficiently.

• 6+ years of total experience, including recent exposure to team leadership, mentorship, or being a go-to person on a support team.

• Comfortable working in fast-changing environments and jumping between priorities.

• Organized and execution-oriented—you bring structure and clarity when things feel messy.

• Great communicator and teammate who builds trust through follow-through and consistency.

• Strong problem solver with a bias for action—you get things done while learning on the fly.

• Familiarity with tools like Dialpad, Zendesk/Freshdesk, Asana, and Retool is a plus.

• You thrive in scrappy, high-urgency environments where no two days are the same.

• You’re curious and eager to grow—open to feedback, and quick to apply it.

• You lead by example and build credibility by jumping in to support the team.

• You care about delivering for customers and making teammates better along the way.

• Get fully onboarded and plugged into the team, tools, and product.

• Build trust with direct reports and partners across the org.

• Take ownership of daily team operations and begin surfacing quick wins.

• Propose lightweight planning, communication, or review rhythms to improve execution.

• Partner cross-functionally to keep support aligned with evolving product and customer needs.

• Present a 90-day plan that outlines how you’ll help the team operate more effectively as we scale.

• Recruiter Screen

• Cross-Functional Screen

• Hiring Manager Screen

• Onsite

• Co-Founder Screen

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

• 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 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

• Fun-filled team that doesn’t take themselves too seriously, including virtual cameos from the team dog mascots Caro and Alta

• 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 benefit 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!”

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 (CPO) with an excellent team of 80+ 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 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.

Compensation Range: $95K - $105K