Were 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 weve gained customers in retail marketplaces and delivery apps in 40 countries and are quickly approaching the #1 position in the industry.

What Its Like to Work at Topsort

Our team is all about straightforward communication embracing feedback without taking it personally and fostering a super collaborative environment. Its a sports team thats 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

Were 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.

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

What Youll Do

Customer Engagement & Success

• 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.

What We Think You Need to Be Successful

Were open to candidates who dont 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 youre 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; youre the kind of person who closes the loop and follows up.
• Customer-first mindset you genuinely care about the people youre helping and take their problems seriously.
• Comfort navigating ambiguity in a fast-paced high-growth startup environment.
• Boston-based (on-site role).

Bonus Points

• 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).

What We Value

• 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.

Do you sound like the right fit Lets dive right in!