Director of Customer Support

Description

Stampli is looking for a Senior Manager, Customer Support who thinks beyond tickets and chat threads—someone who sees support as a system to be designed, optimized, and scaled. This is not a maintenance role; it’s a transformation opportunity.

As the strategic and operational leader of our support function, you’ll work cross functionally to revamp our systems, metrics, and workflows for our Customer Support team. You’ll coach and grow a talented team, reimagine our use of Intercom, and build the foundational architecture for a scalable, efficient, and customer-obsessed B2B SaaS support engine. If you’ve ever said, “Give me the keys—I’ll build it better,” this is your moment.

Requirements
None
What You Will Do

• 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.

What You Will Bring

• 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.

You Will Get

• The flexibility of working from our Austin, TX office three days a week (Tuesday, Wednesday, and Thursday), with the option to work remotely for the remainder of the week.
• Full medical, dental, and vision insurance
• 401(k) + employer match
• Access to cutting-edge AI tools, including ChatGPT Enterprise, to enhance productivity, support innovation, and streamline daily workflows
• 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

Why Join Stampli?

Stampli is revolutionizing financial operations with AI, far ahead of competitors. For nearly a decade, our AI assistant, Billy the Bot™, has set the industry standard—processing $100B+ in invoices annually and saving millions of labor hours for 1,600+ customers. More than automation, Billy transforms finance teams by freeing them of manual work.

Our explosive growth places us among the top tech companies at our stage, with exceptionally low churn. After conquering the Accounts Payable space, we're now revolutionizing the entire procure-to-pay (P2P) lifecycle with our new platform that "connects every dot from request to reconciliation."

What sets us apart? We adapt to customers—not the other way around—integrating with 70+ ERPs in weeks, not months. Our customer-first approach extends to our award-winning workplace culture, with vibrant offices in Mountain View, Nashville, and our newest location in Austin. We've earned multiple Comparably awards, including Best Company Outlook, Work-Life Balance, Compensation, Happiness, and Perks & Benefits. 

Here at Stampli, we build exceptional products with exceptional people. Join our dynamic team where your career will thrive in an environment that champions creativity, collaboration, and growth!