📍 Job Overview

Job Title: Senior Manager, Customer Support
Company: Stampli
Location: United States (Remote)
Job Type: Full-time
Category: Customer Support Management
Date Posted: 2025-06-25
Experience Level: 5-10 years
Remote Status: Hybrid (Austin, TX office required 3 days a week)

🚀 Role Summary

Strategic and operational leadership of Stampli's Customer Support function, driving transformation and optimization.
Cross-functional collaboration with various teams to revamp systems, metrics, and workflows for enhanced customer support.
Team coaching and growth to mentor current reps and onboard new talent, fostering a customer-obsessed culture.
Interim ticket handling (30%) to gain product expertise and identify automation opportunities.

📝 Enhancement Note: This role requires a blend of strategic thinking, hands-on problem-solving, and team management skills to drive significant improvements in Stampli's customer support processes.

💻 Primary Responsibilities

Lead and grow Stampli's Customer Support team, mentoring current reps and hiring new talent.
Establish and manage performance KPIs using data and dashboards to ensure excellence in support quality.
Redesign and optimize Intercom workflows and integrations for maximum efficiency.
Design and iterate systems for onboarding, AI-assisted support, and career pathing in partnership with the VP of Customer Success.
Act as a player-coach by handling a portion of ticket volume to gain product expertise and identify automation opportunities.
Define the operational blueprint for scaling support, aligning with company growth and measured, repeatable processes.
Leverage AI to improve organizational efficiency and team productivity, driving outcomes through empathy and efficiency.

📝 Enhancement Note: This role requires a balance of strategic planning, hands-on problem-solving, and team management to drive significant improvements in Stampli's customer support processes.

🎓 Skills & Qualifications

Education: Bachelor's degree in a relevant field.

Experience: 5-7 years in customer support roles, including at least 3 years managing high-performing support teams.

Required Skills:

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, with a history of building workflows and automation within the platform.
Pragmatic problem-solving mindset, blending empathy with efficiency.
Comfortable operating with high ownership and speed.
Proficient in AI with the ability to learn new software quickly.

Preferred Skills:

Experience in customer support roles within the finance or AI industries.
Familiarity with AI-assisted support and chatbot implementation.
Strong data analysis skills.

📝 Enhancement Note: Candidates with a strong background in B2B SaaS support management and hands-on Intercom experience will be well-suited to this role. Familiarity with AI-assisted support and data analysis will be a significant advantage.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Customer Support Project Case Studies: Document successful support projects, highlighting challenges faced, solutions implemented, and outcomes achieved.
Performance Metrics & KPIs: Showcase your ability to establish, track, and optimize performance metrics using data and dashboards.
Intercom Workflow Examples: Demonstrate your expertise in designing and optimizing Intercom workflows with examples of your past work.

Technical Documentation:

Support System Documentation: Provide detailed documentation of your past support systems, including workflows, integrations, and AI-assisted components.
Team Management & Coaching: Share examples of your approach to team management, mentoring, and career pathing within customer support roles.

📝 Enhancement Note: Candidates should focus on demonstrating their ability to drive strategic improvements in customer support processes, with a strong emphasis on data-driven decision-making, Intercom expertise, and team management skills.

💵 Compensation & Benefits

Salary Range: $120,000 - $160,000 per year (based on industry standards for Senior Customer Support Managers in B2B SaaS, considering the required experience and remote work arrangement)

Benefits:

Full medical, dental, and vision insurance
401(k) + employer match
Access to cutting-edge AI tools, including ChatGPT Enterprise
Opportunities and development for career and personal growth
Strong and experienced leadership that supports your growth and success
An open-concept, modern workspace within an inclusive and dynamic scale-up culture

Working Hours: Full-time (40 hours per week), with the flexibility to work remotely for part of the week (2-3 days)

📝 Enhancement Note: The salary range is estimated based on industry standards for Senior Customer Support Managers in B2B SaaS, considering the required experience and remote work arrangement. Benefits are tailored to support the growth and well-being of customer support professionals.

🎯 Team & Company Context

🏢 Company Culture

Industry: B2B SaaS, focusing on financial operations and procure-to-pay lifecycle management.

Company Size: 160+ employees (as of 2023)

Founded: 2013

Team Structure:

Customer Support: 10-15 team members (including this role)
Customer Success: 20-25 team members
Product & Engineering: 60-70 team members
Sales & Marketing: 30-40 team members
Executive & Leadership: 10-15 team members

Development Methodology:

Agile/Scrum methodologies for product development
Data-driven decision-making and continuous improvement for support processes
Cross-functional collaboration between teams to drive customer success and product innovation

Company Website: Stampli

📝 Enhancement Note: Stampli's company culture emphasizes customer obsession, data-driven decision-making, and cross-functional collaboration. The company is known for its innovative AI-powered solutions and strong leadership, fostering an environment of growth and success for its employees.

📈 Career & Growth Analysis

Customer Support Management Career Level: This role is an excellent opportunity for experienced customer support professionals seeking to advance their careers in management. The position offers the chance to lead a team, drive strategic improvements, and make a significant impact on Stampli's customer support processes.

Reporting Structure: This role reports directly to the VP of Customer Success, collaborating closely with other department heads to align support strategies with company goals.

Technical Impact: The Senior Manager, Customer Support will have a significant influence on Stampli's customer support processes, driving improvements that enhance the customer experience, optimize team efficiency, and contribute to the company's overall success.

Growth Opportunities:

Career Progression: As Stampli continues to grow, there will be opportunities for this role to expand its scope or advance to a more senior position within the customer success organization.
Technical Skill Development: This role offers the chance to develop expertise in AI-assisted support, data analysis, and workflow optimization, further enhancing the candidate's skillset.
Leadership Development: By managing a team and collaborating with other department heads, this role provides ample opportunities for the candidate to grow as a leader within Stampli.

📝 Enhancement Note: This role presents an excellent opportunity for experienced customer support professionals seeking to advance their careers in management. The position offers the chance to lead a team, drive strategic improvements, and make a significant impact on Stampli's customer support processes, with ample opportunities for growth and development.

🌐 Work Environment

Office Type: Hybrid, with a requirement to work from the Austin, TX office three days a week (Tuesday, Wednesday, and Thursday).

Office Location(s): Austin, TX (with remote work options for the remainder of the week)

Workspace Context:

Collaborative Workspace: Stampli's offices feature open-concept, modern workspaces that foster collaboration and innovation among team members.
Cross-Functional Interaction: Customer Support teams work closely with Product, Engineering, Sales, and Marketing teams to ensure customer needs are met and feedback is incorporated into product development.
Flexible Work Arrangement: Stampli offers a flexible work arrangement, allowing employees to balance their personal and professional lives effectively.

Work Schedule: Full-time (40 hours per week), with the flexibility to work remotely for part of the week (2-3 days)

📝 Enhancement Note: Stampli's hybrid work environment encourages collaboration and cross-functional interaction, fostering an inclusive and dynamic culture that supports the growth and success of its employees.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief conversation to assess cultural fit and discuss the role's requirements.
Technical Deep Dive: A more in-depth discussion focused on the candidate's customer support experience, team management skills, and approach to workflow optimization.
Case Study Presentation: Candidates will be asked to present a case study demonstrating their ability to drive strategic improvements in customer support processes.
Final Interview: A conversation with the hiring manager and other stakeholders to discuss the candidate's fit within the team and the company.

Portfolio Review Tips:

Case Study Focus: Highlight your ability to establish, track, and optimize performance metrics using data and dashboards.
Intercom Expertise: Demonstrate your hands-on experience with Intercom, showcasing your ability to design and optimize workflows.
Team Management & Coaching: Share examples of your approach to team management, mentoring, and career pathing within customer support roles.

Technical Challenge Preparation:

Data Analysis: Brush up on your data analysis skills to demonstrate your ability to establish and track performance metrics.
Intercom Workflows: Familiarize yourself with Intercom's features and best practices to showcase your expertise in workflow optimization.
Customer Support Strategies: Review your past customer support strategies and be prepared to discuss how you would apply them to Stampli's unique context.

ATS Keywords: Customer Support, Team Management, B2B SaaS, KPI Management, Intercom Expertise, Problem-Solving, AI Proficiency, Data Analysis, Workflow Optimization, Coaching, Performance Metrics, Automation, Operational Strategy, Onboarding, Career Pathing, Cross-Functional Collaboration

📝 Enhancement Note: Candidates should focus on demonstrating their ability to drive strategic improvements in customer support processes, with a strong emphasis on data-driven decision-making, Intercom expertise, and team management skills. Familiarity with AI-assisted support and data analysis will be a significant advantage.

🛠 Technology Stack & Web Infrastructure

Customer Support Platform: Intercom (with a focus on workflow optimization, AI-assisted support, and chatbot implementation)

Data Analysis Tools: Google Analytics, Tableau, or other data visualization tools (for establishing and tracking performance metrics)

AI Tools: ChatGPT Enterprise (for enhancing productivity, support innovation, and streamlining daily workflows)

📝 Enhancement Note: Stampli's technology stack emphasizes customer support, data analysis, and AI-driven innovation. Candidates should be comfortable working with these tools and technologies to drive strategic improvements in customer support processes.

👥 Team Culture & Values

Customer Support Values:

Customer Obsession: Prioritize customer needs and feedback in all aspects of support processes.
Data-Driven Decision-Making: Use data and metrics to inform support strategies and optimize workflows.
Continuous Improvement: Regularly review and refine support processes to enhance the customer experience and team efficiency.
Collaboration: Work closely with other teams to ensure customer needs are met and feedback is incorporated into product development.

Collaboration Style:

Cross-Functional Interaction: Customer Support teams work closely with Product, Engineering, Sales, and Marketing teams to ensure customer needs are met and feedback is incorporated into product development.
Data-Driven Decision-Making: Customer Support teams use data and metrics to inform support strategies and optimize workflows, collaborating with other teams to align on key performance indicators.
Regular Review & Improvement: Customer Support teams regularly review and refine their processes to enhance the customer experience and team efficiency, fostering a culture of continuous improvement.

📝 Enhancement Note: Stampli's customer support culture emphasizes customer obsession, data-driven decision-making, and continuous improvement. The company fosters a collaborative environment that supports the growth and success of its employees.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Scaling Support Processes: Develop and implement strategies to scale customer support processes in line with Stampli's growth.
AI-Assisted Support: Explore and implement AI-assisted support solutions to enhance the customer experience and optimize team efficiency.
Cross-Functional Collaboration: Work closely with other teams to ensure customer needs are met and feedback is incorporated into product development.

Learning & Development Opportunities:

AI & Data Analysis: Develop expertise in AI-assisted support and data analysis to drive strategic improvements in customer support processes.
Leadership Development: Grow as a leader within Stampli by managing a team, collaborating with other department heads, and contributing to the company's overall success.
Career Progression: As Stampli continues to grow, there will be opportunities for this role to expand its scope or advance to a more senior position within the customer success organization.

📝 Enhancement Note: Candidates should be prepared to tackle the technical challenges associated with scaling customer support processes, implementing AI-assisted support solutions, and fostering cross-functional collaboration. These challenges present significant opportunities for growth and development within the role.

💡 Interview Preparation

Technical Questions:

Customer Support Strategies: Discuss your approach to customer support, focusing on data-driven decision-making, workflow optimization, and team management.
Intercom Expertise: Demonstrate your hands-on experience with Intercom, showcasing your ability to design and optimize workflows.
AI-Assisted Support: Explain your understanding of AI-assisted support and how you would implement it within Stampli's customer support processes.

Company & Culture Questions:

Customer Obsession: Describe how you prioritize customer needs and feedback in your approach to customer support.
Data-Driven Decision-Making: Explain how you use data and metrics to inform support strategies and optimize workflows.
Cross-Functional Collaboration: Discuss your experience working with other teams to ensure customer needs are met and feedback is incorporated into product development.

Portfolio Presentation Strategy:

Case Study Focus: Highlight your ability to establish, track, and optimize performance metrics using data and dashboards.
Intercom Expertise: Demonstrate your hands-on experience with Intercom, showcasing your ability to design and optimize workflows.
Team Management & Coaching: Share examples of your approach to team management, mentoring, and career pathing within customer support roles.

📝 Enhancement Note: Candidates should focus on demonstrating their ability to drive strategic improvements in customer support processes, with a strong emphasis on data-driven decision-making, Intercom expertise, and team management skills. Familiarity with AI-assisted support and data analysis will be a significant advantage.

📌 Application Steps

To apply for this Senior Manager, Customer Support position at Stampli:

Customize Your Resume: Highlight your customer support experience, team management skills, and Intercom expertise, tailoring your resume to the specific requirements of this role.
Prepare Your Portfolio: Focus on demonstrating your ability to establish, track, and optimize performance metrics using data and dashboards, as well as your hands-on experience with Intercom and team management strategies.
Research Stampli: Familiarize yourself with Stampli's products, customer base, and company culture to ensure a strong fit and demonstrate your enthusiasm for the role.
Practice Your Interview Skills: Brush up on your data analysis, Intercom workflow optimization, and team management skills, and be prepared to discuss your approach to customer support strategies and AI-assisted support solutions.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with Stampli before making application decisions.

Senior Manager, Customer Support