Stampli

Senior Manager, Customer Support

Stampli

full-time

Posted on:

Origin:  • 🇺🇸 United States • California, Tennessee

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Job 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, 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.
  • Work cross-functionally to revamp systems, metrics, and workflows for the Customer Support team.

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, with the courage to have direct, constructive conversations.
  • Hands-on Intercom expertise—more than usage, you’ve actually built workflows and automation within it.
  • Pragmatic problem-solving mindset: You blend empathy with efficiency, using logic and experimentation to drive outcomes.
  • Comfortable operating with high ownership and speed—you don’t wait for approval to improve the system.
  • Proficient in AI with the ability to learn new software quickly.
  • Bachelor’s degree in a relevant field.