Customer Service Representative
Capital Blue Cross
React
Senior Manager, Customer Support
Stampli
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteJob Level
Senior
About the role
- Lead and grow Stampli’s Customer Support team, mentoring current reps while actively hiring and onboarding new ones
- Establish and manage performance KPIs, leveraging data and dashboards to ensure excellence at every level
- Take ownership of Intercom: Redesign workflows, optimize integrations, and drive maximum efficiency from our core support platform
- Design and iterate systems for onboarding, AI-assisted support, and career pathing for CSS roles in partnership with our VP of Customer Success
- Act as a player-coach: Handle ~30% of ticket volume initially to ramp up quickly, gain product expertise, and identify opportunities for automation and scale
- Define the operational blueprint for how Stampli scales support: measurable, repeatable, and aligned with company growth
- Leverage AI to improve organizational efficiency and team productivity
Requirements
- 5–7 years of experience in customer support roles, including at least 3 years managing high-performing support teams
- Proven background in B2B SaaS, ideally at the Series B/C stage with fewer than 300 employees
- Demonstrated success managing KPIs and performance goals
- Hands-on Intercom expertise—more than usage, you’ve actually built workflows and automation within it
- Pragmatic problem-solving mindset
- Comfortable operating with high ownership and speed
- Proficient in AI with the ability to to learn new software quickly
- Bachelor’s degree in a relevant field
