Manager, Customer Support

The Stensul Email Creation Platform™ dramatically reduces email creation time - by up to 90% - so teams can better focus on improving email performance. Stensul makes this possible by streamlining the collaboration process and simplifying email creation for all marketers, so they can create high-performing emails that drive stronger results. Stensul integrates with all leading ESPs/MAPs, including Marketo, Oracle Eloqua, Adobe Campaign, and Salesforce Marketing Cloud, as well as workflow platforms, image libraries, live content, link tracking, and messaging platforms. Top brands that trust Stensul to solve their most demanding email problems include ASICS, BMW, Capital One, Clover Health, Greenhouse, and Yahoo, among others.

As Stensul’s Manager of Customer Support, you’ll build a customer-obsessed, high-performing, team and create a differentiated customer experience that leaves our customers delighted! Your mission will be to provide the best possible support experience for our customers through timely problem solving and effective communication.

We're looking for a growth-minded leader who is obsessed with helping customers run their marketing campaigns, is comfortable challenging the status quo and who loves developing highly engaged talent. You will also keep a pulse on the customer experience by helping our customers, analyzing trends within the ticket queue, and amplifying the voice of the customer by sharing meaningful insights with the business.

At Stensul, our top priority is maintaining a people-first, diverse, and inclusive culture. We look for people that live by our core values - Garra, Learning Agile, Above & Beyond and Team Players. In turn, we’re committed to investing in your growth through mentorship, coaching and meaningful professional development. If you thrive in a fast-paced environment and are eager to take ownership over a large, revenue-generating area of the business, we want to hear from you!

Specific responsibilities include: 

• Hire, ramp, develop and promote a high-performing, engaged, customer-first team. 
• Set clear expectations for team members on responsibilities and goals; coach them to achieve these goals.
• Regularly meet with team members 1:1 to discuss challenges, feedback and progress towards goals and growth paths.
• Handle customer escalations and answer support tickets as needed.
• Identify and implement opportunities to improve our customer & employee experience, optimize workflows, and champion self-sufficiency.
• Own & evolve our support offerings and playbooks to delight customers at scale.
• Analyze, interpret, and act upon customer support metrics.
• Share actionable insights including customer feedback and support trends from quantitative and qualitative data.
• Partner with diverse stakeholders including Product and Engineering to deliver product functionality and associated support processes, addressing the most common customer pain points.
• Maintain a deep understanding of how customers experience Stensul by referencing our documentation, experiencing the dashboard and consulting with customer-facing support analysts.
• Work with Customer Success leadership to develop clear goals for the team, effectively communicating how those goals tie to larger business objectives; monitor progress against goals.

• Lives Stensul’s core values: Learning Agile, Team Players, Garra, and Above & Beyond.
• Embodies an empathetic, customer-first mindset.
• Proven ability to create and embody a culture that delights customers and employees in innovative ways.
• Self-starter with a strong sense of ownership; thrives in a fast-paced B2B SaaS startup environment.
• Exhibits an investigative mindset, strategic thinking, high attention to detail, and cross-functional coordination skills.
• Experienced in creating, implementing, and adapting customer support processes/procedures.
• Able to coach and mentor employees.
• Strong written and verbal communication skills with a talent for articulating customer challenges.
• Experienced working within a support platform such as Zendesk, Help Scout, Intercom, Salesforce Service Cloud, Freshdesk, Kustomer, etc.
• Solid technical knowledge (REST/SOAP APIs, HTML/CSS, ESP-specific languages).
• **Experience managing a multicultural team + basic Spanish is a strong plus!