Senior Support Operations Specialist
New
S
StoryblokHeadless CMS
EuropeFull-TimeSenior
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- At least 5 years experience in Customer Support, Customer Success, or similar customer-facing role
- Required Skills
- Stakeholder managementCustomer SuccessProcess improvementCustomer support
Requirements
- Minimum 5 years of experience in Customer Support, Customer Success, or a similar customer-facing role.
- Preference for experience within B2B SaaS environments.
- Fluent in English with excellent verbal and written communication skills.
- Demonstrated experience leading real-time operational troubleshooting via video or screen sharing.
- Previous remote working experience and ability to work independently with little supervision.
- Strong organizational skills, self-starting attitude, and attention to detail.
- Proactive approach to continuous process improvement.
- Experience with Stripe and writing internal documentation is a plus.
- Familiarity with Headless CMS or other headless/composable platforms is a plus.
Responsibilities
- Manage the most complex operational cases across account setup, billing, integrations, and CMS-related inquiries.
- Collaborate with Technical Support, Sales, and Partner Account Management to resolve advanced cases.
- Lead initiatives to improve support processes, remove friction, and elevate operational excellence.
- Mentor Support Operations Specialists I and II to strengthen team capability and escalation management.
- Engage directly with customers via video or screen-sharing to resolve complex operational topics in real-time.
- Serve as an intermediary in the escalation path to resolve issues before management intervention.
- Educate customers on product features, functionalities, and best practices.
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