Senior Support Operations Specialist - Europe
3 дн. назад
SeniorRemote
Responsible for delivering exceptional customer experiences and scaling support operations in a fully remote company.
Требования
- Remote (home) work opportunity or funded by co-working space
Другое
- is a headless CMS that enables marketers and developers to create with joy and publish with confidence. It empowers you to deliver structured and consistent content everywhere: websites, apps, AI search, and beyond.
- Legendary brands like Virgin Media O2, Oatly, and TomTom use to make a bigger, faster market impact.
- 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
- As a Senior Support Operations Specialist at , 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 ’s support operations and contribute meaningfully to long-term customer success.
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- 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.
- 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.
- 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. You can find more information about our privacy policy here .
- All communications regarding job opportunities at will come from an official employee with an email address ending in @.com. We will never redirect you to another portal or another site that is unrelated to our domain ( .com ).
- Here is a sneak peek of ’s Visual Editor
- If you need an accommodation for any part of the application process, please email talent.acquisition@.com