Customer Support Specialist
New York, NY
Customer Success /
Full-time /
On-site
About Topline Pro
We’re building AI powered Shopify for service businesses. We help service pros (e.g., roofers, landscapers, painters) 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 30+ rockstars with plans to expand to more than 50 team members in 2024. We serve over 2,000 local service businesses and were named one of the 2023 top 50 Tech Companies building for SMBs.
We're YC-backed and well funded with several years runway, and we’ve experienced rapid growth in 2023. We're looking for a CX team member who can not only help us serve our customers daily but also help define the foundation of our CX team and shape the company itself.
We care deeply about a culture that is inclusive and equitable for people of all backgrounds and experiences. We particularly encourage people from communities that tend to be underrepresented to apply, including but not limited to women, people of color, and people who identify as LGBTQ+.
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
- Serve as a liaison between SMB customers and Topline Pro
- Deal with a high volume of customer communications across calls, texts, and emails
- Flex your creative skills by redesigning and revamping customers’ websites, logos, and marketing
- Provide support to a range of customers to promote customer retention and satisfaction
- Conduct regular check-ins with customers to assess their satisfaction, and implement creative solutions to address customer pain points
- Collaborate with our Success team to resolve payment issues
- Uncover and document in detail technical issues and work with our engineering team to resolve
- Be an expert in everything Topline Pro
🎯 What we're looking for
- Recent graduate who’s looking to progress in their career quickly at a fast-growing startup
- Creative leader who would like to have a hand in crafting the future of the Support Team at Topline Pro
- Passion for driving positive growth for our clients and Topline Pro
- Excellent communication and interpersonal skills to work collaboratively with customers and internal teams
- Someone who can give their full attention to the task at hand, we believe dedicated and intentional action produces the best results
- Someone who wants to work with an energetic team, in person, in Brooklyn NY
🙌 What we offer
- Competitive compensation ($60k) + the possibility of an equity when promoted
- Full Medical, Dental and Vision Health Coverage
- Computer and workspace enhancements
- A modern office space in Williamsburg, Brooklyn NY
- Monthly stipend for mental and physical health
- 401(k) plan (non-matching)
- Unlimited vacation, 7 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 is changing the lives of home service pros
- Fun-filled team that doesn’t take themselves too seriously
