Support Operations Engineer II

JOB SUMMARY

The Support Operations Specialist II is a key contributor within Storyblok’s Support organization, operating at the intersection of customer experience, operational excellence, and cross-functional collaboration. In this role, you will take ownership of more complex customer scenarios, proactively improve support processes, and help ensure that our operational foundation scales alongside Storyblok’s growing customer base.

You will work with a high degree of independence, handling advanced requests related to accounts, billing, and integrations while maintaining a strong customer-first mindset. Beyond resolving individual cases, you will actively contribute to improving how Support operates day to day, identifying patterns, removing friction, and raising the overall quality and consistency of customer support.

As a more senior member of the Support Operations team, you will also play an important role in mentoring Support Operations Specialist I team members, sharing knowledge, and supporting their growth. 

As Support evolves to serve more complex and high-impact customer needs, this role may also involve participating in real-time customer interactions to help unblock operational topics and accelerate resolution when live collaboration is most effective.

 

ESSENTIAL JOB FUNCTIONS

• Handle complex and escalated support tickets related to account setup, billing, integrations, and CMS functionality.
• Troubleshoot technical issues independently, ensuring high-quality and timely resolutions that meet or exceed SLAs.
• Maintain a professional, empathetic, and customer-first approach in all interactions.
• Provide product guidance by educating customers on features, functionalities, and best practices.
• Collaborate with other internal teams such as Technical Support, Sales, and Partner Account Management to ensure efficient resolution of customer issues.
• Identify inefficiencies and contribute to the improvement of support processes and internal workflows.
• Mentor and assist Support Operations Specialist I team members, offering guidance and training as needed.
• Manage refund requests in alignment with internal policies, ensuring fair and accurate handling.
• Write and maintain internal documentation to keep support resources up to date and accessible.
• Participate in customer video or screen-sharing sessions when appropriate to support operational topics (such as billing, account management, or process clarification), helping reduce back-and-forth communication and speed up resolution for advanced cases.

 

EDUCATION AND EXPERIENCE

• Minimum of 3 years of experience in Customer Support, Customer Success, or a similar customer-facing role, preferably in a B2B SaaS environment.
• Fluent in English with excellent written and verbal communication skills.
• Proven ability to work effectively in a remote work environment with minimal supervision.
• Strong organizational skills, attention to detail, and a proactive work ethic.
• Demonstrated problem-solving skills and a customer-centric mindset.
• Comfort collaborating with customers in real time (e.g., via video calls or screen sharing) for complex operational topics is a plus.
• Experience working with Stripe and creating internal documentation is preferred.
• Familiarity with Headless CMS platforms is considered a plus.