Senior Manager, Customer Support
Stampli
Senior Manager, Customer Support
Stampli
full-time
Posted on:
Origin: • 🇺🇸 United States • Tennessee
Visit company websiteJob Level
Senior
About the role
- Lead and grow Stampli’s Customer Support team; mentor reps and hire/onboard new team members
- Establish and manage performance KPIs using data and dashboards
- Take ownership of Intercom: redesign workflows, optimize integrations, and drive efficiency
- Design and iterate systems for onboarding, AI-assisted support, and career pathing in partnership with VP of Customer Success
- Act as player-coach, handling approximately 30% of ticket volume initially to ramp up and identify automation opportunities
- Define operational blueprint for scaling support: measurable, repeatable, aligned with company growth
- Work cross-functionally to revamp systems, metrics, and workflows for Customer Support
- Leverage AI to improve organizational efficiency and team productivity
Requirements
- 5–7 years of experience in customer support roles
- 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, including building workflows and automation
- Pragmatic problem-solving mindset; blend empathy with efficiency
- Comfortable operating with high ownership and speed
- Proficient in AI with the ability to learn new software quickly
- Bachelor’s degree in a relevant field
