Senior Support Operations Specialist

Job not on LinkedIn

🔥 0 minutes ago

🇪🇺 Europe – Remote

⏰ Full Time

🟠 Senior

⚙️ Operations

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Storyblok

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2017

☁️ SaaS

🤝 B2B

🔌 API

SaaS • B2B • API

Storyblok is a leading headless content management system (CMS) company, providing a powerful and flexible platform for developers and marketers to create, manage, and optimize digital content across multiple channels. Recognized as a top enterprise headless CMS, Storyblok enables seamless content delivery and management for various industries including retail, technology, finance, and education. The platform supports a range of technologies such as Vue, Nuxt, Next. js, and React, empowering users to achieve faster development times and enhanced digital experiences. Trusted by companies like Tesla, Nissan, and Oatly, Storyblok offers robust API integrations and developer tools to streamline content operations and drive significant ROI for businesses worldwide.

📋 Description

• Handle the most complex operational issues across account setup, billing, integrations, and CMS-related inquiries • Provide strategic guidance as the most experienced member of the Support Operations Team • Lead initiatives and projects within support operations with a high degree of autonomy • Serve as a go-to resource for complex problem-solving across products, services, and support processes • Maintain a positive, empathetic, and professional attitude in customer interactions • Educate customers on product features, functionalities, and best practices • Collaborate with Technical Support, Sales, and Partner Account Management to resolve issues efficiently • Identify support-process inefficiencies and suggest improvements to increase productivity and customer satisfaction • Train and mentor Support Operations Specialists I and II • Intervene in escalations before tickets are forwarded to higher management • Lead customer video or screen-sharing sessions for complex operational cases

🎯 Requirements

• At least 5 years of experience in Customer Support, Customer Success, or a similar customer-facing role, preferably within B2B SaaS • Fluent in English with excellent verbal and written communication and interpersonal skills • Demonstrated experience leading real-time operational troubleshooting with customers via video calls or screen sharing, particularly in complex or escalated scenarios, is a strong plus • Remote working experience • Ability to work independently with little direct supervision in a remote working environment • Experience with Stripe is a plus • Experience writing internal documentation is a plus • Experience with Headless CMS or other headless/composable platforms is a plus • Well-organized, self-starting, excellent work ethic, and attention to detail • Proactive approach to day-to-day tasks and continuous improvement mindset • Passion for solving issues and challenges

🏖️ Benefits

• Monthly remote work stipend covering home internet costs and electricity • Home office equipment package at the start, including laptop, keyboard, and monitor • Home office equipment upgrade or membership to a local co-working space after onboarding • Sick leave benefit • Parental leave • 25 days of annual leave plus local national holidays • Personal development fund for courses, books, conferences, and material • VSOP (Virtual Stock Option Plan) • Annual international team-building trip • Quarterly and monthly online get-togethers • Flexible schedules • Remote work opportunity or Storyblok-funded co-working space