Ena Mandic

🚀 Customer support leader | Process architect | Strategic problem-solver From startup pioneer to scaling powerhouse, I’ve built customer support teams and processes from scratch, helping businesses grow from early-stage ventures to industry leaders. As Head of Customer Support at lempire, I played a pivotal role in scaling our CS department from only myself to 90+ people in the company, while consistently maintaining a CSAT above 97% year after year. My leadership style is rooted in strategic team management, hiring and training, operational excellence, and a relentless focus on customer success. 🔥 Key achievements: ✅ Built and optimized full CS processes and documentation for lempire’s flagship products and acquisitions. ✅ Maintained an industry-leading 97%+ CSAT across thousands of interactions. ✅ Closed gaps in MRR to catch up with churn, bridging lost revenue through proactive customer engagement. ✅ Spearheaded new CS teams, for acquired companies, defining their product bible, workflows, and strategy from the ground up. ✅ Led key strategic initiatives, including lemlist Academy and international KAM support. ✅ Introduced structured communication frameworks, boosting team efficiency and response quality. ✅ Built a high-performing team, with stellar individual and team-wide KPIs. Beyond support, I’m a cross-functional team player—partnering with product, sales, and marketing to align customer insights with business growth. I thrive in fast-paced, high-growth environments where customer experience, retention, and operational excellence drive competitive advantage. 💡 If you're looking for a customer support leader who can advise you on how to scale teams, optimize processes, and turn CS into a growth engine, let’s connect!

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  Building a team

  Built few customer support teams. From picking the right tools and setting OKR's to creating full processes and documentation from scratch. I’ve hired and mentored top talent and built high-performing teams that scale with the company’s growth.

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  Career guidance

  Successfully transitioned from sales to support, afterwards shaping position for myself that actually covers both. Built my expertise from the ground up, and grew into a leadership role in the saas industry. As a woman in IT, I’ve navigated challenges, learned to stand out, and continuously developing my skills to shape my career on my own terms.

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  Copywriting

  From my role, I’ve seen thousands of emails perform in real time, which helped me revise campaigns and make them into emails and messages that grab attention and drive action.

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  Customer success

  Head of Customer Support @lemlist @lemwarm @lemcal @taplio @tweethunter, building CS teams from scratch and scaling them to match the needs as growth progresses, as well as client base.

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  Email marketing

  Working at lemlist, a platform built for email outreach, I’ve seen firsthand what works and what doesn’t. Over the years, I’ve not only helped numerous clients improve their results but also indirectly shaped lemlist itself—through feedback, strategy insights, and hands-on support.

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  Remote work

  Created and managed a global customer support team at lempire, scaling from 6 to 90+ people while keeping efficiency and culture strong. I’ve optimized processes and maintained top performance - all while working remotely myself.

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  Lemlist

  9 years of experience

  Personally helped over 30,000 businesses to build successful outreach strategies with lempire products, as I was the only point of contact for first few years in lempire. Helped build the product for years as well, hence quite familiar with it of course.

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  Loom

  7 years of experience

  Over Loom, I’ve created countless video tutorials, customer support guides, and internal training materials to streamline communication and make complex topics easy to understand. It’s a key tool in how I educate, onboard, and support both my team and customers.

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  Udemy

  6 years of experience

  Choosing the right courses and valuable, per best price. Unfortunately not an expert in offering courses, I usually find courses for my team and myself.

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  Intercom

  6 years of experience

  Used it for several years, starting with one CS team, to 3 existing at the moment. Experienced in integrating it with other tools, as well as mastering AI use on it.

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  LinkedIn

  6 years of experience

  Our product Taplio is about making a brand of yourself on Linkedin and building your network. In the past we also owned lempod, which was successfully sold, after buying and building sever other products. I have been there since day one to help shape both products, use them and build CS for them.

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  Notion

  7 years of experience

  Love - hate relationship, as every Notion user. I use Notion daily to organize workflows, track projects, and optimize team collaboration, making it a core part of my team.

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  Stripe

  8 years of experience

  Managing Stripe accounts in lempire for several products and dealing with all payment issues and processes, including wire transfers for quite a while. I can help you pull reports that can boost your sales and decrease churn.

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  SugarCRM

  10 years of experience

  On my position as Head of Sales, it was as a regional manager of Sugar CRM sales, that I was certified for. Quite familiar with CRM tactics and building Sugar CRM per specific needs.

• https://www.lemlist.com/academy/