Somerville, Massachusetts, United States•Boston HQ
Remote
Mid Level
Full Time
18 days ago
Customer SupportCustomer SuccessB2B SaaSData AnalysisHybrid RoleBoston
Requirements
- •2+ years of experience in a customer support, customer success, or operations role in a B2B SaaS environment
- •Strong analytical skills, comfortable working with data, building spreadsheets or dashboards, and drawing conclusions from messy information
- •Excellent written and verbal communication skills to explain complex things simply and professionally to customers
- •High attention to detail and strong organizational skills
- •Customer-first mindset with genuine care for customers' problems
- •Comfort navigating ambiguity in a fast-paced, high-growth startup environment
- •Boston-based (on-site role)
What You'll Do
- •Own the day-to-day support queue: triage incoming tickets, resolve issues, and escalate when needed within SLA
- •Serve as a clear, confident, and empathetic first point of contact for customers via email, Slack, and video calls
- •Onboard new customers and guide them through the platform, translating technical concepts into plain language
- •Build strong relationships with customer contacts by proactively reaching out, following up, and closing the loop
- •Partner with Account Managers to flag risk signals and customer health concerns
- •Analyze support ticket trends, response times, resolution rates, and customer feedback to identify recurring issues and root causes
- •Build and maintain dashboards and reports for 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 (e.g., Plain, Zendesk, or equivalent)
- •Create and maintain internal playbooks, FAQs, and customer-facing help content
Nice to Have
- •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
Benefits
- •Rapid Growth environment with aggressive goals and candid feedback
- •Be part of an elite and collaborative sports team culture
- •Intellectual rigor and individuality with remote-working options and coworking memberships
- •Company offsite and industry exposure with in-person events
- •Flexible PTO schedule with floating holidays
- •Working equipment of your choice and hubs with hybrid work schedule and travel encouragement
- •Meditation app access, birthday and anniversary celebrations
About Topsort
Topsort provides AI-powered auction tools and infrastructure APIs to help brands build ad businesses without cookies or user tracking.
Palo Alto, CA, US
50 - 100
Marketing & Advertising