Job Description
Support Team Manager
at Storyblok
Remote – Germany, Croatia, Spain, Italy
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
JOB SUMMARY
Profoundly acquainted with all technological aspects of Storyblok’s product, leads the Support Team and their efforts to improve Storyblok’s product support documentation. Manages escalations from customers. Plays a major role in managing the Support Team, and serves as the primary liaison between the team, Storyblok community and customers.
ESSENTIAL JOB FUNCTIONS
- Leads and guides the Support Team, so that Storyblok customers can get the help they need
- Improve internal and external support processes to achieve excellent support experience
- Grow the support team to be able to support customers anywhere in the world
- Automate processes and increase satisfaction of our customers
- Maintains and updates the set-up of FAQ database for the self-service help channel
- Manages escalations from customers (e.g., missing functionalities or technical issues)
- Monitors support tickets in the ticketing system
- Supports the sales team by forwarding potential leads
- Supports the marketing team by forwarding potential case studies
- Is able to communicate with the customers on calls
EDUCATION AND EXPERIENCE
- Experience as a software developer (optional)
- Excellent, detailed knowledge of Storyblok and its product
- Ability to solve complex issues and show patience with customers, attention to detail
- Ability to lead and manage a 4 to 10 member sized team
MENTAL, PHYSICAL AND ENVIRONMENTAL REQUIREMENTS
- Remote (home) work opportunity or funded by Storyblok co-working space