Senior Support Operations Specialist - Europe

Storyblok is a headless CMS that enables marketers and developers to create with joy and publish with confidence. As a Senior Support Operations Specialist, you will play a critical role in delivering exceptional customer experiences while shaping how our support scales alongside our growing customer base.

Key responsibilities

• Handle the most complex operational scenarios across account setup, billing, integrations, and CMS-related inquiries.
• Lead initiatives to improve support processes, remove friction, and elevate operational excellence.
• Collaborate with Technical Support, Sales, and Partner Account Management to resolve advanced cases efficiently.
• Mentor Support Operations Specialists to strengthen team capability and ensure a smooth escalation path.
• Engage directly with customers through video or screen-sharing sessions to resolve complex operational topics in real time.

Requirements

• At least 5 years of experience in Customer Support, Customer Success, or a similar role, preferably within B2B SaaS.
• Fluent in English with excellent verbal and written communication skills.
• Demonstrated experience leading real-time operational troubleshooting with customers in complex or escalated scenarios.
• Proven ability to work independently with little direct supervision in a fully remote environment.
• Proactive mindset with a strong focus on continuous improvement and problem-solving.

What we offer

• Monthly remote work stipend and a comprehensive home office equipment package.
• 25 days of annual leave plus local national holidays, along with sick and parental leave benefits.
• Personal development fund for courses, books, and conferences.
• Participation in the Virtual Stock Option Plan (VSOP).
• Opportunities to connect through annual international team-building trips and regular online get-togethers.