Job Details

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.
Key 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.

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.

Soft Skills

• Systems-first mindset with a strong bias toward clarity, structure, and scalability
• Strong ownership and accountability-you see gaps and fix them
• Clear, confident communicator who can translate support issues into product language
• High attention to detail without losing sight of the bigger picture
• Calm and decisive in escalation or high-stakes situations
• Coach-oriented leader who can develop team members while raising quality standards.

Bonus Skills

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

Why Join This Project

• 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.

Recruiting Flow

1. Initial interview with the Team Lead
2. Take-home test assignment
3. In-depth interview with our CEO (optional)
4. Offer
5. A-Players Startup Training Program
6. Reference check.

What Is the Startup Training Program?

Our training is a 2-week, hands-on onboarding phase designed to help you succeed from day one.

During this time, you'll:

• Work on real tasks reflecting startup operations - lead research, outreach, and CRM tracking
• Receive daily assignments via your personal task board and individual feedback
• Learn A-Players' level standards for communication, organization, and client support
• Develop your understanding of startup workflows, AI tools, and growth funnels
• Gain mentorship from the A-Players' core team and connect with fellow Associates
• Upon successful completion, you'll receive a Certificate of Completion.

The training is not a test - it's your launchpad for mastering the skills needed to collaborate effectively with U.S. founders and fast-growing startups.

Note: Salary for this position depends on your experience and the results of the test assignment.

Department Associates Locations New York Remote status Fully Remote Employment type Full-time