JOB SUMMARY

As a Senior Support Operations Specialist at Storyblok, you will play a critical role in delivering exceptional customer experiences while shaping how Support scales alongside our growing customer base. You will own the most complex operational scenarios across account setup, billing, integrations, and CMS-related inquiries, acting as a trusted expert and driving high-quality, customer-first outcomes.

Operating with a high degree of autonomy, you will lead initiatives to improve support processes, remove friction, and elevate operational excellence. You will collaborate closely with Technical Support, Sales, and Partner Account Management to resolve advanced cases efficiently, while mentoring Support Operations Specialists I and II to strengthen team capability and ensure a smooth escalation path.

In high-impact situations, you might engage directly with customers through video or screen-sharing sessions to resolve complex operational topics in real time and accelerate resolution. Through a combination of hands-on problem solving, leadership, and continuous improvement, you will help shape Storyblok’s support operations and contribute meaningfully to long-term customer success.

ESSENTIAL JOB FUNCTIONS

• Act as the most experienced and knowledgeable member of the Support Operations Team, responsible for handling the most complex issues and providing strategic guidance.
• Holds a high degree of autonomy and authority in decision-making, often leading initiatives and projects within the support operations domain.
• Possess deep expertise in the organization's products, services, and support processes, serving as a go-to resource for complex problem-solving.
• 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.
• Play a significant role in the training process for Support Operations Specialists I and II.
• Serve as an intermediary step in the escalation path, intervening before tickets are forwarded to the higher management.
• Lead customer video/screen-sharing for complex operational cases (e.g., billing, account management, process alignment) to quickly resolve issues and clearly guide customers.

EDUCATION AND EXPERIENCE

• 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), particularly in complex or escalated scenarios, is a strong plus.
• 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 or other headless/composable platforms is a plus.