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.