IT Support Operations Specialist

Job Description

Established in 2017, Storyblok has rapidly ascended to the forefront of the global headless CMS landscape. Our vision is to “pioneer the future of content management, removing barriers between developer and marketing teams by offering an intuitive, scalable, and intelligent platform to deliver digital experiences from idea to success”.

Our team is made up of smart, passionate individuals who excel in their work. People who are comfortable taking on big ideas and figuring out the details along the way. With a dynamic team of over 220+ passionate individuals spanning 45+ countries, we're not just breaking boundaries; we're redefining them!

Our $47m Series B funding round in May 2022 represented a significant milestone for us, propelling our journey into a period of extraordinary growth into the US market, while also advancing our presence and progress in EMEA.

We're proud recipients of numerous awards, including recognition in G2's 2024 Best Software Awards. As a remote-first company, we have been officially recognized as one of the top 100 most flexible places to work, ranking #3 in the scale-up category as per Flexa Careers.

WHAT IS IN IT FOR YOU

You will be joining a growing company where you can contribute to many “firsts”. Plus these benefits:

• Monthly remote work stipend (home internet costs, electricity). Home office equipment package right at the start (laptop, keyboard, monitor…)
• Home office equipment upgrade (furniture, ear plugs …) or membership to a local co-working space after your onboarding
• Sick leave benefit, parental leave and 25 days of annual leave plus your local national holidays
• Personal development fund for courses, books, conferences, and material
• VSOP (Virtual Stock Option Plan)
• The annual international team-building trip, quarterly and monthly online get-togethers
• As a fully remote company, with work-life balance at its core, you’ll enjoy flexible schedules
• An international team that loves to have fun at work and works hard together to accomplish shared goals

Storyblok is looking for a high-caliber customer-facing professional to join its Support team. This is an exciting opportunity to join a small team and directly impact Storyblok's fast-growing business. This opportunity is for you if you are a self-motivated, detail-oriented individual with an eye for automation, process improvement, and problem-solving.

As an 'IT Support Operations Specialist,' you will assist clients with account setup, billing, integrations, and other inquiries related to CMS functionalities, which requires strong communication skills and basic knowledge of Content Management Systems (CMS).

In addition, you will work closely with cross-functional teams to enhance the performance and user experience of the Content Management System (CMS). It is crucial to stay current with CMS updates, features, and best practices, enabling you to offer precise information and support to customers. When possible, the IT Support Operations Specialist will update and improve internal documentation, FAQ articles, and similar.

ESSENTIAL JOB FUNCTIONS

• Act as the primary point of contact for customers, responding to inquiries and providing exceptional customer service within our ticketing platform and live chat.
• Meet or exceed customer expectations on response quality and SLA.
• Maintain a positive, empathetic, and professional attitude in all customer interactions.
• Educate customers on product features, functionalities, and best practices.
• Collaborate with tech support, sales representatives, and partner account managers to resolve issues efficiently and effectively.
• Assist in documenting support processes, updating knowledge bases, and maintaining records of support activities.
• Continuously improve processes and tools for normal, repetitive support tasks.

EDUCATION AND EXPERIENCE

• At least 2 years experience in Customer Support, Customer Success, Account Executive, or similar role, preferably within B2B SaaS.
• Fluent in English with excellent verbal and written communication and interpersonal skills.
• Remote working experience.
• Well-organized, self-starting, has excellent work ethic, and pays attention to detail.
• A proactive approach to day-to-day tasks while also going above and beyond with continuous improvement as a core driving principle.
• Ability to work independently with little direct supervision in a remote working environment.
• Real passion for solving issues and challenges.
• Experience with Stripe and writing internal documentation is a plus.
• Experience with Headless CMS is a plus.

MENTAL, PHYSICAL AND ENVIRONMENTAL REQUIREMENTS

Remote (home) work opportunity or funded by Storyblok co-working space

GENERAL TERMS

Storyblok has a commitment to diversity and inclusion. We strive to create a hiring environment in which all people feel they are equally respected and valued, irrespective of gender identity or expression, sexual orientation, ethnicity, age, religion, citizenship or any other characteristic.

Here is a sneak peek of Storyblok’s Visual Editor