RallyBoard · 1 month ago
Customer Success Team Lead | A-Players
United States
Full-time
Remote
Mid, Senior LevelA-Players is a fully remote company with a mission to help impact-driven companies succeed more than profit-driven ones. They are hiring a Customer Success Team Lead to develop the Support team and implement structured operations that enhance product and customer experience.
AssociationCommunitiesEdTechSoftware
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
Qualification
Required
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
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
Preferred
Experience in influencer marketing, e-commerce operations, or EdTech
Benefits
Competitive salary with annual reviews tied to your impact
20 paid vacation days + unlimited sick leave
Join internal workshops and skill-building sessions
Access our Internal Library and premium tools
Comprehensive training to grow both hard and soft skills.
Company
RallyBoard
RallyBoard provides peer learning and insights for professional communities and associations.
Founded in 2024
2-10 employees
Funding
Current Stage
Early StageTotal Funding
unknown2025-01-01Pre Seed
Company data provided by crunchbase