Senior Manager, Customer Support at Stampli

📍 Job Overview

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

🚀 Role Summary

Strategic and operational leadership of Stampli's Customer Support team, driving transformation and growth.
Cross-functional collaboration to revamp support systems, metrics, and workflows, ensuring excellence and scalability.
Hands-on expertise in Intercom and AI, with a focus on optimizing efficiency and driving maximum value from the core support platform.
Player-coach role with initial ticket handling to gain product expertise and identify automation opportunities.

📝 Enhancement Note: This role requires a blend of strategic thinking, operational excellence, and hands-on technical proficiency to lead and transform Stampli's Customer Support function.

💻 Primary Responsibilities

Lead and grow the Customer Support team, mentoring current reps and actively hiring and onboarding new ones.
Establish and manage performance KPIs, leveraging data and dashboards to ensure excellence at every level.
Redesign and optimize Intercom workflows, integrations, and AI-assisted support for maximum efficiency.
Design and iterate systems for onboarding, career pathing, and AI-assisted support in partnership with the VP of Customer Success.
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, ensuring measurability, repeatability, and alignment with company growth.
Leverage AI to improve organizational efficiency and team productivity, driving outcomes through pragmatic problem-solving and experimentation.

📝 Enhancement Note: This role involves a significant amount of direct customer interaction, data analysis, and process improvement to ensure high-quality support and continuous team growth.

🎓 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 track record 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 and quick learner of new software.

Preferred Skills:

Experience with AI tools for support and productivity enhancement.
Familiarity with B2B SaaS support systems and workflows.
Strong coaching and mentoring skills.

📝 Enhancement Note: Candidates with a strong background in B2B SaaS support, proven management experience, and hands-on Intercom expertise will be well-positioned to succeed in this role.

📊 Web Portfolio & Project Requirements (N/A - Customer Support Management Role)

💵 Compensation & Benefits

Salary Range: $120,000 - $160,000 per year (AI-estimated, based on industry standards for Senior Customer Support Managers in Austin, TX)

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

📝 Enhancement Note: The estimated salary range is based on market research for Senior Customer Support Managers in Austin, TX, with consideration for the company's size, stage, and industry.

🎯 Team & Company Context

🏢 Company Culture

Industry: B2B SaaS, Financial Operations

Company Size: 160-250 employees (Series B/C stage)

Founded: 2013

Team Structure:

Customer Support: 10-15 reps (to be led and grown by the Senior Manager)
Customer Success: 1 VP and 5-10 team members
Cross-functional collaboration with Product, Engineering, and Sales teams

Development Methodology:

Agile/Scrum methodologies for product development
Data-driven decision-making and continuous improvement
Strong focus on customer-centric design and user experience

Company Website: Stampli

📝 Enhancement Note: Stampli's customer-centric approach, combined with its rapid growth and innovative AI-driven products, creates an exciting environment for a Senior Manager, Customer Support to drive transformation and growth.

📈 Career & Growth Analysis

Customer Support Management Career Level: Strategic and operational leadership role, responsible for driving excellence, scalability, and continuous improvement in Stampli's Customer Support function.

Reporting Structure: Reports directly to the VP of Customer Success, with cross-functional collaboration across the organization.

Technical Impact: Directly influences customer satisfaction, support efficiency, and the overall customer experience, driving growth and retention.

Growth Opportunities:

Expand and lead the Customer Support team as Stampli grows.
Collaborate with the VP of Customer Success to define career paths and development opportunities for CSS roles.
Contribute to the development of Stampli's new procure-to-pay platform, connecting every dot from request to reconciliation.

📝 Enhancement Note: This role offers significant growth potential, as Stampli continues to expand its customer base and revolutionize the financial operations landscape.

🌐 Work Environment

Office Type: Open-concept, modern workspace with a vibrant, inclusive, and dynamic scale-up culture.

Office Location(s): Austin, TX (with remote work flexibility)

Workspace Context:

Collaborative environment with cross-functional teams.
Access to cutting-edge AI tools for productivity enhancement and support.
Strong leadership support for growth and success.

Work Schedule: Full-time, Hybrid (3 days in-office, Tuesday, Wednesday, and Thursday)

📝 Enhancement Note: Stampli's hybrid work arrangement offers a balance between in-office collaboration and remote flexibility, fostering a productive and engaging work environment.

📄 Application & Technical Interview Process

Interview Process:

Initial phone or video screen to assess cultural fit and basic qualifications.
In-depth behavioral and situational interviews to evaluate management, problem-solving, and communication skills.
Case study or project presentation to demonstrate strategic thinking and process improvement capabilities.
Final interview with key stakeholders to discuss fit, expectations, and next steps.

Portfolio Review Tips: (N/A - Customer Support Management Role)

Technical Challenge Preparation: (N/A - Customer Support Management Role)

ATS Keywords: (N/A - Customer Support Management Role)

🛠 Technology Stack & Web Infrastructure (N/A - Customer Support Management Role)

👥 Team Culture & Values

Customer Support Values:

Customer-centric approach, putting customers first in every decision.
Continuous improvement and data-driven decision-making.
Collaboration and cross-functional teamwork.
Empathy and efficiency, balancing customer needs with operational excellence.

Collaboration Style:

Cross-functional integration between Customer Support, Product, Engineering, and Sales teams.
Regular team meetings and one-on-ones to foster growth and communication.
Open and transparent feedback culture.

📝 Enhancement Note: Stampli's customer-centric culture, combined with its strong focus on collaboration and continuous improvement, creates an ideal environment for a Senior Manager, Customer Support to drive excellence and growth.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Scaling support efficiently to meet the demands of a rapidly growing customer base.
Integrating and optimizing AI tools for support and productivity enhancement.
Balancing customer empathy with operational efficiency and cost-effectiveness.

Learning & Development Opportunities:

Gaining expertise in Stampli's AI-driven products and their integration with various ERPs.
Developing leadership and management skills through team growth and mentorship.
Expanding knowledge of the financial operations landscape and emerging technologies.

📝 Enhancement Note: This role presents a unique opportunity to drive transformation and growth in Stampli's Customer Support function, while also learning and developing within the dynamic and innovative B2B SaaS environment.

💡 Interview Preparation

Technical Questions:

(N/A - Customer Support Management Role)

Company & Culture Questions:

How do you approach balancing customer empathy with operational efficiency and cost-effectiveness?
Can you describe your experience with AI tools for support and productivity enhancement?
How have you scaled customer support efficiently in a rapidly growing environment?

Portfolio Presentation Strategy: (N/A - Customer Support Management Role)

📝 Enhancement Note: Candidates should focus on demonstrating their strategic thinking, problem-solving skills, and customer-centric approach during the interview process.

📌 Application Steps

To apply for this Senior Manager, Customer Support position:

Submit your application through the provided link.
Tailor your resume and cover letter to highlight your relevant experience, skills, and achievements in customer support management, with a focus on B2B SaaS, Intercom expertise, and data-driven decision-making.
Prepare for behavioral and situational interviews by reflecting on your past experiences and developing concise, impactful responses that demonstrate your problem-solving skills, leadership, and customer-centric approach.
Familiarize yourself with Stampli's products, AI-driven technology, and customer-centric culture to showcase your enthusiasm and alignment with the company's mission and values during the interview process.

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

Content Guidelines (IMPORTANT: Do not include this in the output)

Customer Support-Specific Focus:

Tailor every section specifically to customer support management roles.
Include customer-centric principles, data-driven decision-making, and process improvement strategies.
Emphasize team leadership, coaching, and mentoring skills.
Address cross-functional collaboration with product, engineering, and sales teams.
Highlight the use of AI tools for support and productivity enhancement.

Quality Standards:

Ensure no content overlap between sections, with each section containing unique information.
Only include Enhancement Notes when making significant inferences about customer support management, team dynamics, or company culture.
Be comprehensive but concise, prioritizing actionable information over descriptive text.
Strategically distribute customer support and management-related keywords throughout all sections naturally.
Provide realistic salary ranges based on location, experience level, and customer support management specialization.

Industry Expertise:

Include specific customer support management skills, tools, and best practices relevant to the role.
Address customer support management career progression paths and technical leadership opportunities.
Provide tactical advice for customer support management interviews, focusing on behavioral and situational questions.
Include customer support management-specific interview preparation and case study guidance.
Emphasize customer-centric principles, data-driven decision-making, and continuous improvement strategies.

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout.
Use customer support management and related terminology appropriately and accurately.
Include comprehensive benefits and growth opportunities relevant to customer support management professionals.
Provide actionable insights that give customer support management candidates a competitive advantage.
Focus on customer support team culture, cross-functional collaboration, and customer experience measurement.

Customer Support Focus & Portfolio Emphasis:

Emphasize customer-centric principles, data-driven decision-making, and process improvement strategies.
Include specific portfolio requirements tailored to the customer support management discipline and role level.
Address customer support team dynamics, coaching, and mentoring skills.
Focus on problem-solving methods, performance optimization, and customer experience enhancement.
Include technical presentation skills and stakeholder communication for customer support management projects.

Avoid:

Generic business jargon not relevant to customer support management roles.
Placeholder text or incomplete sections.
Repetitive content across different sections.
Non-technical terminology unless relevant to the specific customer support management role.
Marketing language unrelated to customer support, management, or user experience.

Generate comprehensive, customer support management-focused content that serves as a valuable resource for customer support management professionals evaluating career opportunities and preparing for technical interviews in the customer support and management industry.

Senior Manager, Customer Support