Support Operations Specialist II - Americas

As a Support Operations Specialist II at Storyblok, your main responsibilities include managing escalated support tickets, independently troubleshooting complex issues, educating customers about our CMS features, and ensuring satisfaction through positive interactions. You'll also collaborate with tech support and sales teams to resolve problems, contribute to process improvements, and mentor junior specialists on the Support team.

To qualify for the Support Operations Specialist II role at Storyblok, you should have at least three years of experience in customer support or a similar customer-facing role, preferably in B2B SaaS. You also need to demonstrate strong verbal and written communication skills in English, possess a proactive attitude, and have experience working independently in a remote environment. Familiarity with headless CMS and tools like Stripe is a plus.

Joining Storyblok as a Support Operations Specialist II comes with fantastic benefits, including a monthly stipend for remote work, an equipment package for your home office, generous leave including 25 annual vacation days, and a personal development fund for courses and conferences. You’ll also enjoy the perks of flexible working hours, team-building activities, and the opportunity to invest in Virtual Stock Options.

Storyblok prioritizes a positive company culture by promoting diversity, inclusion, and collaboration among all employees. As a Support Operations Specialist II, you will be part of an international team that values fun and teamwork, engages in online gatherings, and participates in annual team-building trips. The company also emphasizes work-life balance with flexible schedules to accommodate remote working.

At Storyblok, there are significant growth opportunities for a Support Operations Specialist II. You will not only enhance your customer support skills but also gain experience in training junior specialists. The company fosters a culture of continuous improvement, encouraging you to provide insights that could shape better processes while supporting your career development through a personal development fund.

To effectively handle escalated customer support issues at Storyblok, first, I would listen attentively to the customer's concerns, validating their frustration. I would then gather all relevant information to understand the problem fully before applying my knowledge of CMS functionalities to propose a solution. If necessary, I would collaborate with tech support or sales teams to resolve the issue quickly, while maintaining clear communication throughout the process.

Certainly! In my previous role, a customer faced a complex issue related to account integration that could have affected their project timeline. I took the initiative to not only resolve the technical glitch efficiently but also followed up with them over several days to ensure everything ran smoothly. This proactive approach not only resolved their issue but led to a positive testimonial, showcasing my commitment to exceptional customer service.

To effectively manage my time in a remote work setting, I prioritize my tasks by using a digital project management tool to outline daily goals. I utilize methods like the Pomodoro Technique to stay focused, which involves working intensively for a set period followed by a short break. This ensures I maintain productivity without burnout. Setting clear boundaries for work hours also helps me balance personal responsibilities.

Customer training is crucial because it empowers users to maximize the benefits of our product while reducing the number of support inquiries. As a Support Operations Specialist II, I would provide hands-on training sessions to educate clients on our CMS features, thereby fostering their independence and confidence. This not only enhances client satisfaction but also streamlines the support process, allowing us to focus on more complex issues.

To keep my documentation up-to-date, I make it a habit to review and revise internal resources regularly, especially after significant changes or feedback from customers. Engaging with my team during meetings also provides insights into common issues faced, which I can address in our documentation. Additionally, I establish a feedback loop where fellow team members can suggest edits, ensuring we maintain accurate and comprehensive knowledge bases.

I have hands-on experience with headless CMS platforms where I learned the unique capabilities these systems offer, such as flexibility in content delivery and enhanced performance. This background gives me a solid understanding of potential customer challenges when using such platforms, allowing me to provide better support and guidance to clients navigating their content management needs.

If I encounter a customer issue that I cannot resolve right away, I ensure to communicate openly with the customer about the situation. I reassure them that their concern is important and then proactively engage relevant team members or resources to gather the necessary information. Following up with an estimated resolution timeline also helps maintain trust and transparency with the customer.

I view constructive criticism as an important part of personal and professional growth. When receiving feedback, I actively listen without becoming defensive, taking the time to reflect on the input. I appreciate when colleagues take the time to offer suggestions for improvement, and I strive to implement those changes in my work for better outcomes moving forward.

My passion for customer support stems from the satisfaction of resolving others’ issues and enhancing their experience with the product. I thrive on building relationships with customers, understanding their unique challenges, and being part of their success stories. It’s rewarding to see how my input can lead to positive changes for clients and contribute to the overall growth of the company.

I want to work at Storyblok because I am impressed by the company's commitment to innovation within the CMS space and its focus on providing quality support. The remote-first culture and emphasis on personal development align perfectly with my professional aspirations. I believe that my skills and experience will help enhance the customer experience, and I am excited about the opportunity to be part of a collaborative and fun international team.