Senior Support Operations Specialist - Europe

storyblok
Anywhere
Workplace: RemoteFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 5+ yearsSkills: ["Communication","Empathy","Problem-solving","Process improvement","Documentation"]

Own the most complex Support Operations scenarios across account setup, billing, integrations, and CMS-related inquiries, acting as the go-to expert for high-impact escalations. Drive improvements to support processes through autonomy and initiative, collaborating with Technical Support, Sales, and Partner Account Management to resolve advanced cases quickly. Mentor Support Operations Specialists I and II and lead customer video/screen-sharing sessions to troubleshoot in real time.

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storyblok
storyblok
1 week ago

Senior Support Operations Specialist - Europe

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Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live

Job Summary

Own the most complex Support Operations scenarios across account setup, billing, integrations, and CMS-related inquiries, acting as the go-to expert for high-impact escalations. Drive improvements to support processes through autonomy and initiative, collaborating with Technical Support, Sales, and Partner Account Management to resolve advanced cases quickly. Mentor Support Operations Specialists I and II and lead customer video/screen-sharing sessions to troubleshoot in real time.
Location: Anywhere
Workplace: Remote
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Handle the most complex Support Operations issues and provide strategic guidance as the most experienced team member.
  • •Lead initiatives and projects in the support operations domain with high autonomy and decision-making authority.
  • •Serve as a go-to resource with deep expertise in products, services, and support processes for complex problem-solving.
  • •Collaborate with Technical Support, Sales, and Partner Account Management to resolve advanced cases efficiently and effectively.
  • •Mentor Support Operations Specialists I and II and act as an intermediary escalation step; lead customer video/screen-sharing for complex operational cases.

Pay and Benefits

Equity and Bonus:Equity
Perks:Remote WorkHealth InsuranceDentalVisionPaid LeaveParental LeaveAnnual LeaveLearning BudgetEquipment PackageEquityCo-working

Key Requirements

  • •At least 5 years of experience in Customer Support, Customer Success, or a similar customer-facing role, preferably in B2B SaaS.
  • •Fluency in English with excellent verbal and written communication and interpersonal skills.
  • •Experience leading real-time operational troubleshooting with customers (e.g., video calls or screen sharing), especially in complex/escalated scenarios.
  • •Remote working experience and the ability to work independently with little supervision.
  • •Proficiency in supporting complex account setup, billing, integrations, and CMS-related inquiries, with attention to detail and continuous improvement mindset.
Experience:5+ yearsB2B SaaSHeadless CMS
Skills:CommunicationEmpathyProblem-solvingProcess improvementDocumentation
Languages:English
Tech Stack:StripeHeadless CMS

Company Brief

storyblok
Provides a headless CMS with a visual editor and component-based content management, enabling developers and marketers to build, manage, and deliver content across websites and digital channels via APIs.
Industry: Enterprise Software
Company Size: Medium (51 to 250 employees)
Growth: Scaleup
Funding: Series A
Headquarters: Linz, Austria
Founded: 2017
WebsiteLinkedIn