Support Enablement Manager

About the Role

Filestage is a fully remote team with a mission to create a seamless approval process that helps people deliver their best work. Having raised its Series A and with over half a million users across 500+ companies, including notable brands like AB InBev, LG, Havas, GroupM, and Emirates, Filestage is a fast-growing startup in a booming market.

What You Will Do

• Deliver support that customers love, handling and resolving inquiries with speed, accuracy, and care.
• Make support a strategic asset by collecting and structuring feedback from every support interaction to identify recurring friction points and turn them into actionable insights for Product, Marketing, and Customer Success teams.
• Build systems that scale by identifying and eliminating the root causes of tickets, empowering customers through a world-class Help Center and AI-driven support.
• Create the playbook for customer self-service and operational onboarding of new team members globally by building and maintaining world-class SOPs.
• Turn data into decisions by managing the support tech stack and data tagging architecture to ensure complete visibility into support quality and efficiency, analyzing trends, and building improvement strategies.
• Reduce ticket volume and drive automation to transform Support from a cost center into a revenue driver.
• Collaborate with the wider teams to coordinate 3rd level support and ensure that support is aligned with business objectives.
• Sit at the intersection of customers, product, and commercial teams, turning frontline insight into business impact.

What We Are Looking For

• Experience in customer support, preferably in a managerial or enablement role, with a proven track record of improving support efficiency and customer satisfaction.
• Strong understanding of support processes and the ability to design and implement improvements.
• Excellent communication and interpersonal skills, with the ability to work with customers, product teams, and commercial teams effectively.
• Experience with support tools, technology, and data analysis, with the ability to manage and interpret complex data sets.
• Strong problem-solving skills, with the ability to identify root causes and implement solutions.
• Experience working in a fully remote environment and managing remote teams or collaborating with remote colleagues.
• Digital skills and familiarity with remote work tools and technologies.

Nice to Have

• Experience with AI-driven support solutions and automation technologies.
• Knowledge of customer success principles and the ability to align support with customer success objectives.
• Familiarity with Agile methodologies and the ability to work in an iterative, fast-paced environment.
• Certification in customer support or a related field, such as ITIL or similar.

Benefits and Perks

• Fully remote role with flexible working hours to ensure a healthy work-life balance.
• Opportunity to work with a fast-growing startup in a booming market.
• Collaborative and dynamic team environment with open communication channels.
• Professional development opportunities, including training and education support.
• Access to the latest tools and technologies to support your work.
• Competitive compensation package, with benefits tailored to your location and needs.

• Develop a strong understanding of support tools and technologies, including AI-driven support solutions, to stand out in your application.
• Showcase your problem-solving skills by providing specific examples of how you have identified and resolved complex customer issues in the past.
• Highlight your experience working in fully remote environments and managing remote teams or collaborating with remote colleagues.
• Prepare to discuss your approach to data analysis and interpretation, including how you have used data to inform support decisions in previous roles.
• Be ready to provide examples of your communication and interpersonal skills, particularly in situations where you have had to collaborate with cross-functional teams to resolve customer issues.
• Consider creating a portfolio or examples of your work, such as support process improvements or training materials you have developed, to demonstrate your capabilities to potential employers.