Customer Success Team Lead | A-Players

A-Players • New York, NY

5d • Remote

About The Position

A-Players is a fully remote company with a mission to help impact-driven companies succeed more than profit-driven ones. We are hiring a Customer Success Team Lead for one of our U.S.-based clients in the e-commerce and influencer marketing industry. As the company grows, its brand support function is shifting from reactive ticket handling to a structured, systems-led operation that directly influences product and customer experience. This is not a typical support lead role. You’ll lead and develop the Support team while owning triage, escalation, and workflow design—turning recurring brand issues into clear processes, documentation, and automation opportunities. Your role sits at the intersection of Support, Customer Success, and Product, ensuring day-to-day issues inform long-term platform improvements. If you naturally look at messy support queues and think, “This shouldn’t be solved one ticket at a time—this needs a system,” you’ll feel at home in this role.

Requirements

• Strong proficiency in English — C1 level spoken and written
• Experience with Airtable, project management systems, or automation tools
• Natural curiosity about product workflows and system design
• Strong operational rigor and a love for improving broken processes
• Ability to manage multiple workflows while maintaining impeccable detail and clarity
• Willingness to complete the A-Players Startup Training Program as part of the onboarding and development process.

Nice To Haves

• Experience in influencer marketing, e-commerce operations, or EdTech.

Responsibilities

• Lead, coach, and develop a team of Support Associates handling brand-facing inquiries
• Own daily support operations: triage, ticket quality, SLAs, and escalation logic
• Design, document, and continuously improve end-to-end support workflows as volume scales
• Build and maintain support infrastructure: templates, macros, routing rules, categories, SOPs
• Identify recurring brand issues and run root-cause analysis (UX confusion, reporting gaps, campaign visibility, targeting misunderstandings)
• Produce regular insights and summaries for CS leadership and Product teams
• Partner closely with Product, Engineering, and Product Ops to translate support themes into product improvements and automation
• Own knowledge base and internal documentation to ensure consistent, accurate support responses
• Reduce tactical load on CSMs by ensuring Support handles non-strategic platform and troubleshooting issues.

Benefits

• Performance-Based Growth: Competitive salary with annual reviews tied to your impact
• Supportive Environment: Work with a team that values your ideas and expertise
• Generous Time Off: 20 paid vacation days + unlimited sick leave
• Learning Opportunities: Join internal workshops and skill-building sessions
• Exclusive Resources: Access our Internal Library and premium tools
• Skill Development: Comprehensive training to grow both hard and soft skills.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed