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Stannp.com Direct Mail Platform. · 1 week ago

Customer Support Consultant

South Carolina, United States

Full-time

Onsite

Entry Level

$45K/yr - $45K/yr

1+ years exp

Stannp is a growing direct mail platform that seeks to enhance its customer support operations in the North American market. The Customer Support Consultant will be responsible for managing customer queries, providing training, and collaborating with various teams to ensure excellent service delivery.

E-CommercePrinting

Responsibilities

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

Work with engineering teams to troubleshoot technical issues, support platform configuration queries, and address production-related questions on design, process, delivery, and QC failures

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

Deliver basic training to existing customers and assist with ad-hoc onboarding queries for new customers, providing cross-regional coverage for the UK customer base

Qualification

Technical Problem-SolvingCustomer SupportCase ManagementCommunicationResilienceRelationship BuildingOrganizational SkillsOwnership

Required

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

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

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

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 objectives