Support Operations Specialist II - Americas

JOB SUMMARY

Join Storyblok's Support team as a Support Operations Specialist II, where you'll play a vital role in providing exceptional customer service and driving operational efficiency. As a self-motivated and detail-oriented professional, you'll thrive in this opportunity to impact our fast-growing business and contribute to our mission of delivering top-notch support to our clients.

In this role, you'll take on more complex tasks, including handling escalated support tickets and independently troubleshooting challenging issues with account setup, billing, integrations, and other inquiries related to CMS functionalities. Your commitment to exceeding customer expectations and maintaining a positive, empathetic attitude will be crucial in all customer interactions.

Collaborating closely with cross-functional teams, including tech support, sales, and partner account managers, you'll efficiently resolve issues and contribute to enhancing our support processes. Additionally, you'll play a key role in training and mentoring junior specialists, ensuring continuous growth and development within the team.

Join us at Storyblok, where your expertise will be valued, and your contributions will directly impact our success in providing exceptional support and ensuring customer satisfaction.

ESSENTIAL JOB FUNCTIONS

• Take on more complex tasks and responsibilities compared to Support Operations Specialist I, including handling escalated support tickets and troubleshooting more challenging issues independently.
• 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.
• Contribute to identifying inefficiencies in support processes and suggest improvements to enhance productivity and customer satisfaction.
• Assist in training Support Operations Specialist I specialists and provide mentorship as needed.
• Handle customer escalations from Support Operations Specialist I, addressing concerns promptly and professionally to ensure customer satisfaction.
• Manage and process refund requests in accordance with internal policies, ensuring accurate and fair resolutions.
• Write and maintain internal documentation to ensure up-to-date and accurate support processes, policies, and troubleshooting guides.

 EDUCATION AND EXPERIENCE

• At least 3 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.
• 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.