Customer Support Manager

Topsort•Somerville, MA

14h•Hybrid

About The Position

We're quickly growing and super excited for you to join us! About Topsort At Topsort, we believe in the mission of democratizing the secret technologies of the walled gardens and creating a privacy-first, cookie-free world of clean advertising with modern tech, friendly products, and AI. We believe in making advertising intuitive, intelligent, and genuinely cool — without any of the creepy ads or cookie-obsession (well, maybe just the chocolate ones). 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. What It's Like to Work at Topsort 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. What Is This Role Like? We're looking for a Customer Support Manager / CS Analyst to join our Customer Success team in 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.

Requirements

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).

Nice To Haves

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).

Responsibilities

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.
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.
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.