Storyblok 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 Storyblok to make a bigger, faster market impact.
WHAT IS IN IT FOR YOU
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
- 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
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.
MENTAL, PHYSICAL AND ENVIRONMENTAL REQUIREMENTS
Remote (home) work opportunity or funded by Storyblok co-working space
GENERAL TERMS
Storyblok 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 Storyblok will come from an official Storyblok employee with an email address ending in @storyblok.com. We will never redirect you to another portal or another site that is unrelated to our domain (storyblok.com).
Here is a sneak peek of Storyblok’s Visual Editor
If you need an accommodation for any part of the application process, please email [email protected]
Skills Required
- At least 5 years of experience in Customer Support, Customer Success, or a similar customer-facing role
- Fluent English with excellent verbal and written communication and interpersonal skills
- Experience working remotely
- Ability to work independently with little direct supervision
- Strong organization, self-direction, work ethic, and attention to detail
- Proactive approach and commitment to continuous improvement
- Passion for solving issues and challenges
- B2B SaaS experience
- Experience leading real-time operational troubleshooting with customers through video calls or screen sharing
- Experience with Stripe
- Experience writing internal documentation
- Experience with a headless CMS or other headless/composable platforms
Storyblok Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Storyblok and has not been reviewed or approved by Storyblok.
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Leave & Time Off Breadth — Paid annual leave of 25 days plus local public holidays, alongside sick and parental leave, signals broad time‑off support. Flexible policies such as special leave and occasional sabbaticals further expand coverage.
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Healthcare Strength — Health, dental, vision, disability, and life insurance are provided, complemented by mental health benefits and an Employee Assistance Program. Wellness programs and events add to the overall health support.
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Flexible Benefits — A fully remote setup with flexible start/finish times is supported by home‑office equipment, monthly allowances, and sponsored co‑working options. Regular team offsites and online gatherings round out lifestyle‑oriented perks.
Storyblok Insights
What We Do
Storyblok is a headless content management system (CMS) designed to help businesses and developers manage digital content for websites, apps, and other digital experiences. The term "headless" means that Storyblok separates content management from the presentation layer, allowing developers to have more flexibility and control over how content is displayed.
Why Work With Us
We’re all made up of different backgrounds, and experiences from around the world. Our Storyblok team consists of a pro moto racer, music anthropologist, marine biologist, running fans, snow bunnies, ex-cabin crew on super-jumbo jets, a Boca Junior football fan, and more!
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