Customer Support Manager

Somerville, Massachusetts, United States

We're quickly growing and super excited for you to join us!

Today, Topsort has 5 major hubs worldwide and employees in 13+ countries, including Menlo Park, Boston, Santiago, São Paulo, Barcelona, and Sydney. Since our founding in 2021, we've gained customers in retail, marketplaces, and delivery apps in 40+ countries and are quickly approaching the #1 position in the industry.

Our team is all about straightforward communication, embracing feedback without taking it personally, and fostering a super collaborative environment. It’s a sports team that’s hyper-focused on winning — collaborative internally, competitive externally. We thrive on working in the open, lifting each other up, and getting things done with a sense of urgency. No endless meetings here — if it can be done today, we get it done today.

We’re looking for a Customer Support Manager / CS Analyst to join our Customer Success team in the Boston office. This is a hybrid role that sits at the intersection of customer success and data-driven analysis — not a sales role, but one that requires strong customer-facing skills and genuine curiosity about how things work.

You’ll be the go-to person for our customers when they run into issues, questions, or need guidance — and you’ll also dig into the data to understand patterns, surface insights, and help the team continuously improve. Think: part support champion, part analyst.

What You’ll Do

• Act as a trusted point of contact for customers on operational and data-related questions, working closely with Account Managers to ensure a smooth, high-quality experience.
• Support customer onboarding by helping configure workflows, validate data, and ensure customers have what they need to get up and running.
• Communicate clearly and professionally with customers when surfacing findings, flagging issues, or walking them through process changes.
• Help identify at-risk accounts through data signals and collaborate with the CS team to take proactive action.

Analysis & Reporting

• Analyze support ticket trends, response times, resolution rates, and customer feedback to identify recurring issues and root causes.
• Build and maintain dashboards and reports that give the CS team visibility into support health and customer satisfaction.
• Track and maintain SLA metrics; flag breaches and recommend process improvements.
• Synthesize qualitative and quantitative signals to produce regular reports for internal stakeholders.
• Collaborate with Product and Engineering to surface patterns and prioritize fixes based on customer impact.

Operations & Process

• Help design and improve support workflows, documentation, and self-serve resources for customers.
• Maintain a clean, well-organized ticketing system.
• Create and maintain internal playbooks, FAQs, and customer-facing help content.

We’re open to candidates who don’t check every box — outlier candidates who show genuine passion and potential are always welcome.

• 2+ years of experience in a customer support, customer success, or operations role in a B2B SaaS environment.
• Strong analytical skills — you’re comfortable working with data, building spreadsheets or dashboards, and drawing conclusions from messy information.
• Excellent written and verbal communication — you can explain complex things simply and professionally to customers.
• High attention to detail and strong organizational skills; you’re the kind of person who closes the loop and follows up.
• Customer-first mindset — you genuinely care about the people you’re helping and take their problems seriously.
• Comfort navigating ambiguity in a fast-paced, high-growth startup environment.
• Boston-based (on-site role).

• Experience in ad tech, retail media, or marketplace platforms.
• Basic SQL or data querying skills.
• Experience working cross-functionally with Product and Engineering teams.
• Fluency in Spanish or Portuguese (a plus given our global customer base).

• Deep dive into details — not content with surface-level answers. You dig into root causes and find optimal solutions.
• Team first — low need for individual recognition, always prioritizing collective results over personal credit.
• Thriving with ambiguity — exceptional ability to tackle open-ended problems in unstructured environments.
• Adaptability — willingness to learn, mentor, lead, and follow as the situation demands.
• Urgency — a disproportionate sense of urgency in execution, while keeping scalability in mind for long-term success.
• Curiosity — genuinely curious individuals who can quickly learn difficult concepts and apply them effectively.

This role is based in our Somerville office in Boston.