Customer Support Consultant

About Stannp• PLEASE NOTE: ONLY APPLICANTS THAT RESIDE IN THE STATE OF SOUTH CAROLINA WILL BE CONSIDERED FOR THIS ROLE* Stannp, Inc. ("Stannp") is part of Stannp group, a direct mail platform that has delivered impressive revenue growth over the last few years, success which has been acknowledged and recognized by the tech industry press. Stannp is looking to build on these achievements by scaling our sales operations further. The business is generating strong revenue with healthy margins and looks to reinvest in building a more focussed customer support team across our existing marketing in the US & UK.In pursuance of these ambitious scaling plans, the North American market represents our biggest opportunity, and hence the group is looking to hire a Customer Support Consultant to drive protect revenue within our customer base. Our Values"To be the Market Leader & Go-To brand for Postal Communications"• Customer First: Every decision begins with our customers in mind. We build simple, intuitive experiences that builds lasting loyalty. • Stay Agile: We roll up our sleeves and tackle challenges head-on.We continuously improve, driving innovation. We turn challenges into opportunities. • Decisions with Insight: We trust the data to deliver the results. • Being Genuine: We knock it out the park every day, celebrating differences and championing diversity. We are honest, respectful and true to who we are. Job purposeAs our first support hire in the US, this is an exciting opportunity to play a foundational role in building our customer success function. Initially, you'll handle the full breadth of customer support, with the opportunity to specialize and lead as we grow the team.You'll be the first point of contact for customer issues and queries, across the full customer lifecycle. Identifying resolutions to customer queries, answering questions and providing training. Ensuring successful outcomes for our customers and removing blockers to revenue generation. Working alongside the account management, production and engineering teams to ensure our customers receive the best possible service. This is a diverse role from answering simple queries to helping triage technical support cases.About the teamWorking alongside our sales team supporting customers at all stages in their journey with Stannp. The environment is high energy, fun and driven. We are passionate about leveraging technology to support their goals and committed to helping our customers find the right solutions to help their businesses thrive. Doing the right thing by our customers is paramount to both our customers’ and Stannp’s success. This role will work closely alongside our sales, operations and engineering; reporting into the regional sales leadership.You will also be expected to travel for team meetings. Key Responsibilities• Customer Support & Communication - Provide accurate responses to customer queries across platform and production services via multiple channels (chat, email, web), managing end-to-end issue resolution and documentation in Hubspot and case management tools• Technical Triage & Collaboration - Work with engineering teams to troubleshoot technical issues, support platform configuration queries, and address production-related questions on design, process, delivery, and QC failures• Account Management & Escalation - Monitor customer interactions, escalate commercial discussions to CSM/AM teams, and collaborate with account owners to maintain awareness of strategic accounts and proactively mitigate risks• Training & Onboarding Support - Deliver basic training to existing customers and assist with ad-hoc onboarding queries for new customers, providing cross-regional coverage for the UK customer baseRequirements• Communication & Relationship Building - Confident communicator with strong phone presence and written skills, able to build rapport easily with customers, deliver value through engagements, and educate customers to drive successful outcomes• Technical Problem-Solving - Apply technical, operational, and domain knowledge to resolve customer issues, with curiosity to understand customer impact and prioritize accordingly, while maintaining deep knowledge of SaaS platforms and operational processes• Experience & Organizational Skills - 1-2 years in customer support/service role (or entry-level with transferable skills), with proven case management experience, detail-oriented approach, and comfort working across multiple systems simultaneously• Resilience & Ownership - Proactive team player who remains calm under pressure, takes ownership of responsibilities, and uses data-driven approaches to structure daily activities around customer priorities and support sales revenue objectivesBenefitsCompetitive starting salary $45,000Company performance bonus401kHealthcare contribution3 weeks paid time off + 10 government holidays.5 days sick leaveCompany social events• PLEASE NOTE: ONLY APPLICANTS THAT RESIDE IN THE STATE OF SOUTH CAROLINA WILL BE CONSIDERED FOR THIS ROLE* We value the diversity of our employees and aim to recruit a workforce which reflects this. Stannp welcomes applicants from all suitably qualified individuals, irrespective of their age, disability, gender, race or ethnicity, religion or belief, sexual orientation, or other personal circumstances. If you feel you have the right skills and experience to be part of our growing team, we want to hear from you!Job Type: Full-timePay: From $45,000.00 per yearBenefits:• 401(k)• Paid time off• Work from homeApplication Question(s):• Please list any customer support tools, CRM systems, or helpdesk platforms you have experience using (e.g., HubSpot, Zendesk, Intercom, Freshdesk, etc.)• Do you have experience supporting SaaS (Software as a Service) products? • This role requires working US business hours and providing occasional cross-regional coverage for UK customers. Are you flexible with your schedule to accommodate this?• As the first US support hire, you'll be building processes and wearing many hats. How comfortable are you working in an ambiguous, foundational role? • Describe a time when you resolved a complex customer issue that required collaboration with technical or operations teams. What was your approach? Education:• Associate (Required)Work Location:Remote Apply tot his job