Senior Support Operations Specialist
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
- Customer SuccessAccount ManagementCustomer support
Requirements
- At least 5 years experience in Customer Support, Customer Success, or 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 (e.g., via video calls or screen sharing).
- Previous remote working experience.
- Well-organized, self-starting, and detail-oriented.
- Ability to work independently with little direct supervision.
- Proactive approach to continuous improvement.
- Experience with Stripe (preferred).
- Experience writing internal documentation (preferred).
- Experience with Headless CMS or other headless/composable platforms (preferred).
Responsibilities
- Manage the most complex operational scenarios across account setup, billing, integrations, and CMS-related inquiries.
- Lead initiatives to improve support processes, remove friction, and elevate operational excellence.
- Collaborate with Technical Support, Sales, and Partner Account Management to resolve advanced cases.
- Mentor Support Operations Specialists I and II to strengthen team capability and escalation paths.
- Engage directly with customers via video or screen-sharing to resolve complex operational topics in real time.
- Identify process inefficiencies and suggest improvements to enhance productivity and customer satisfaction.
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