Website Filestage
Get marketing assets approved without sending a single email
Join a fast-growing SaaS company and transform customer support into a scalable, high-impact function. This remote role is ideal for professionals who combine hands-on support experience with systems thinking, automation, and data-driven decision-making.
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About the Company
Filestage is a collaborative review and approval platform that helps teams streamline feedback and content approval workflows. From global enterprises to creative agencies, Filestage enables users to manage documents, videos, designs, and more in one centralized platform.
As a fully remote company, Filestage promotes flexibility, innovation, and a strong customer-first culture.
Key Responsibilities
Customer Support Operations
- Manage and deliver high-quality customer support across first- and second-level interactions
- Coordinate with technical teams for advanced (third-level) issue resolution
- Ensure fast, accurate, and empathetic responses to customer inquiries
Support Enablement & Strategy
- Design and implement scalable support processes, frameworks, and workflows
- Build and maintain standard operating procedures (SOPs) for global teams
- Transform support from reactive issue handling into a proactive, value-driven function
Automation & Self-Service Optimization
- Develop and enhance help center content and self-service resources
- Implement AI-driven support tools and automation to reduce ticket volume
- Improve customer experience by enabling efficient self-resolution
Data Analysis & Continuous Improvement
- Track and analyze support metrics, trends, and customer feedback
- Identify recurring issues and implement solutions to eliminate root causes
- Build dashboards and reporting systems to measure performance and impact
Cross-Functional Collaboration
- Share customer insights with Product, Marketing, and Customer Success teams
- Identify churn risks and upsell opportunities based on support interactions
- Act as a bridge between customers and internal teams
Requirements / Skills
- Experience in customer support, support operations, or enablement roles
- Strong ability to design scalable processes and documentation (SOPs, knowledge bases)
- Familiarity with support tools, automation platforms, and AI-driven systems
- Analytical mindset with experience using data to drive improvements
- Excellent written and verbal communication skills
- Strong collaboration skills across cross-functional teams
- Customer-focused mindset with strong empathy and problem-solving ability
Work Environment / Benefits
- Fully remote role (Europe time zone required)
- Flexible working hours and remote-first culture
- €1,500 hardware budget + €500 home office support
- 38 days of paid time off plus additional personal benefits
- Annual team retreats and global collaboration opportunities
- Personal development budget for career growth
- Inclusive and supportive team culture
How to Apply
Apply directly through the official job page:
https://careers.filestage.io/o/support-enablement-manager
Note: Applications are handled on the employer’s official website. WorkinVirtual is not responsible for the hiring process.