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Customer Service
Support Lead
@Storyteller
[Hiring] Support Lead @Storyteller
Apr 11, 2025 - Storyteller is hiring a remote Support Lead. đź’¸ Salary: up to 35k usd per year. đź“ŤLocation: USA.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
As our Support Lead, you'll be the powerhouse behind our Support function, working closely with our Head of Delivery, and managing a talented team to ensure the ongoing delivery of high-quality live event support services for major US and international sports clients.
- Becoming an expert in the Storyteller platform and services, as well as our clients’ needs and calendars
- Examining, improving and documenting our existing support processes
- Managing the support team to ensure smooth, high-quality execution of our live event and general support services
- Being responsible for the quality of output of the support team, and holding the team to agreed standards
- Proactively ensuring and scheduling sufficient coverage for our various clients
- Performing live, front-live shifts yourself, running established support processes for monitoring, communication and escalation during our clients’ events
- Being responsible for one-off support requirements, processes and output for our clients’ tentpole events
- Reporting to and working with the Head of Delivery
- Learning and understanding the different processes other teams provide for our clients to drive improvements as well as prompt and high-quality delivery
Qualifications
- Experience leading a support team to ensure best in class service for clients
- Experience providing live support to clients
- Native or fluent spoken and written English
- Unparalleled attention to detail
- Strong organizational and time management skills
- Ability to work flexible hours in the evenings and weekends where necessary
- Excellent decision making and ability to react correctly to novel problems
- High comfort level and willingness to learn new software
- Evidence of developing or improving on support processes, and documenting them
- Adaptability to feedback and changing priorities
- Ability to learn and master collaborative tools for managing workflows and processes such as Confluence and Airtable
- Strong work-ethic, self-motivation, and a drive to deliver
Requirements
- Full-time contractor contract with a salary of up to 35k USD per year (or currency equivalent)
- Fully remote working from anywhere in the Eastern Time Zone
- 40 hours per week with varying start and end times based on support team shifts and client needs
- Weekend availability required but much less frequently than weekday working
Benefits
- Access to benefits (country dependent)
- Working with the latest hardware, tech stack and tools
- Exciting high growth product, relied on by leading global sports brands
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| đź“Ť | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
đź’¸
up to 35k usd per year
|
Remote
Location
USA
|
|
Job Type
unspecified
|
Posted
Apr 11, 2025
|
️
| đź“Ť | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
