Senior Manager, Customer Support
Stampli
Senior Manager, Customer Support
Stampli
full-time
Posted on:
Origin: • 🇺🇸 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.
- Revamp systems, metrics, and workflows for the Customer Support function and work cross-functionally.
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 to learn new software quickly.
- Bachelor’s degree in a relevant field.
