Customer Support Analyst

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 Boston-based Customer Success team. This is a hybrid role that sits at the intersection of customer support operations 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.

What You'll Do
Customer Support & Communication

• Own the day-to-day support queue: triage incoming tickets, resolve issues, and escalate when needed — always 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 — proactively reaching out, following up, and closing the loop.

• Partner with Account Managers to flag risk signals and customer health concerns before they become problems.

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 (e.g., Plain, Zendesk, or equivalent).

• Create and maintain internal playbooks, FAQs, and customer-facing help content.

What We Think You Need to Be Successful

We're open to candidates who don't 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 — 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).

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.

Why it’s awesome to work at Topsort

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Rapid Growth: We work hard, set aggressive goals and execute flawlessly to accomplish them. We give candid feedback, push each other to set higher goals and produce more impact by always thinking “how do we do this faster and better”.

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Be part of an elite and collaborative sports team: We believe startup scaleup is just like a team sport. It's been written in our motto since day 1 that we are collaborative internally, competitive externally, and never the other round around. You are ultimately surrounded by just different people that are all here to help you get the job done and shine as a team.

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Intellectual Rigor and Individuality: We were born in the pandemic by Stanford and Harvard alum cofounders who offer remote-working options with coworking memberships and (at least) once a year in person offsite gathering. You’ll be welcomed by coworkers in 11 countries that all bring a unique perspective to the company from day 1.

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Company Offsite and Industry Exposure: Once a year Topsorters get together as a whole and also meet customers and really spend time to get feedback - in person events are a big part of how we build strong relationships and teams.

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Flexible PTO schedule with floating holidays: we encourage Topsorters to take time off and recharge, and respect different cultural norms so offer floating holidays to accommodate the celebrations you’d like.

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Working Equipment and Hubs: our team is global and also centered around hubs, that means you’re welcome to create a hybrid work schedule, and encouraged to travel to other hubs to collaborate. We provide working devices of your choice and surprise swags for special events.

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Meditation App, Birthday and Anniversary Celebrations: we like little surprises and remember the key moments to celebrate with you!

Do you sound like the right fit? Let's dive right in!