Senior Support Operations Specialist

This is a fully remote position, open to applicants in Europe.

📋 Description

• Manage the most intricate operational challenges related to account setup, billing, integrations, and CMS inquiries.

• Offer strategic insights as the most seasoned member of the Support Operations Team.

• Spearhead initiatives and projects within support operations with a significant level of autonomy.

• Act as a primary resource for advanced problem-solving across various products, services, and support processes.

• Uphold a positive, empathetic, and professional demeanor in interactions with customers.

• Inform customers about product features, functionalities, and best practices.

• Work collaboratively with Technical Support, Sales, and Partner Account Management to efficiently address issues.

• Recognize inefficiencies in support processes and propose enhancements to boost productivity and customer satisfaction.

• Train and mentor Support Operations Specialists I and II.

• Step in during escalations before tickets are escalated to higher management.

• Lead customer video or screen-sharing sessions for complicated operational cases.

⛳️ Requirements

• Minimum of 5 years of experience in Customer Support, Customer Success, or a related customer-facing position, ideally within the B2B SaaS sector.

• Proficient in English with outstanding verbal and written communication and interpersonal skills.

• Proven experience in leading real-time operational troubleshooting with customers through video calls or screen sharing, especially in complex or escalated situations, is highly advantageous.

• Experience working remotely.

• Ability to operate independently with minimal direct oversight in a remote working setting.

• Familiarity with Stripe is a plus.

• Experience in creating internal documentation is a plus.

• Knowledge of Headless CMS or other headless/composable platforms is a plus.

• Well-organized, self-motivated, possessing a strong work ethic and attention to detail.

• Proactive approach to daily tasks and a mindset geared towards continuous improvement.

• Enthusiasm for resolving problems and tackling challenges.

🏝️ Benefits

• Monthly remote work allowance to cover home internet and electricity expenses.

• Home office equipment package provided at the start, which includes a laptop, keyboard, and monitor.

• Option for home office equipment upgrades or a membership to a local co-working space after onboarding.

• Sick leave benefits.

• Parental leave.

• 25 days of annual leave in addition to local national holidays.

• Personal development fund available for courses, books, conferences, and materials.

• VSOP (Virtual Stock Option Plan).

• Annual international team-building trip.

• Quarterly and monthly online gatherings.

• Flexible work schedules.

• Opportunities for remote work or a Storyblok-funded co-working space.