Support Lead - Storyteller

💸 Up to 35k USD per year (or local currency equivalent), full time contractor contract  
🌎 Fully remote working from anywhere in the Eastern Time Zone!
✨ Exciting high growth product, relied on by leading global brands, particularly within sports
💻 Working with the latest hardware, tech stack and tools
🏋️‍♀️ Access to benefits (country dependent 🌎 )

SUMMARY 

Storyteller is a platform that allows brands to integrate Stories functionality into their apps and websites. The platform is in use by multiple global brands serving millions of users. Check us out on our website or on ProductHunt!

 
You'll be working with a friendly, talented team and have the opportunity to grow and lead both technically and in managing others. If the idea of a fast-paced, dynamic role with tonnes of opportunity for change, responsibility and innovation sounds exciting to you, then read on!    
 

ABOUT US 

Storyteller is a high growth B2B SaaS platform, which allows companies to integrate Stories into their owned and operated platforms. Popularized by Instagram and Snapchat, Stories are perfectly suited for boosting user engagement, audience retention, and driving advertising revenue. For customers, building their own stories experience can take years and a lot of investment however Storyteller has solved this by allowing companies to integrate in days, not years all for one monthly cost. Our end‑to‑end platform gives companies a best‑in‑class Stories experience in days with native iOS, Android, and Web SDKs, publishing tools, analytics, and ad support.  
 

We work with globally-recognised clients in US TV and Sports industries. Every day we produce work that is innovative, challenging, and enjoyed by millions of people!

RESPONSIBILITIES  

As our Support Lead, you'll be the powerhouse behind our Support function, working closely with our VP of Operations, and managing a talented team to ensure the ongoing delivery of high-quality live event support services for major US and international sporting entertainment clients. 

You’ll be an expert in the Storyteller platform, and your ability to communicate effectively with clients, take ownership of internal and external workflows, and solve problems to a high standard will be key. If you’re self-motivated, detail-oriented, and always ready for a challenge, we’re looking for you!

What can you expect?

• Becoming an expert in the Storyteller platform 

• You will assist in the delivery and client satisfaction of the services we provide for major clients 

• Report to and work with the VP of Operations, input and support other team members and work autonomously 

• Liaising with our Support team to ensure smooth, high-quality execution of our live event and general support services 

• Learning and understanding the different processes and skilled work other teams provide for the clients you’ll be assisting with to drive improvements as well as prompt and high-quality delivery 

• Liaising cross-functionally across the team to ensure sufficient coverage for the various services 

• Communicating daily with clients to understand requirements, process any feedback, and solve problems Being responsible for frontline monitoring of the platform and following established processes for handling escalation to on-call developers 

• Being an expert in knowing our clients’ brands, programming and priorities 

• Getting your hands dirty with last-minute, simple asset requests  

QUALIFICATIONS

What's important to us:  

• Experience leading a support team to ensure best in class service for our clients 

• Strong organizational skills, unparalleled attention to detail and time management 

• High comfort level and willingness to learn new software 

• Aptitude for learning creative and technical processes and digital platforms 

• Confidence and skill in managing team members 

• Unparalleled attention to detail 

• Ability to work under deadline pressure without compromising accuracy 

• Adaptability to feedback and changing priorities 

• Ability to learn and master collaborative tools for managing workflows and processes such as JIRA, Confluence, and Airtable 

• Strong work-ethic, self-motivation, and a drive to deliver

What's nice to have:

• A good eye for design

• Experience of managing live events in a similar industry 

• Awareness of popular sports leagues and their associated fandoms  

These are qualities that our ideal candidate would possess. However, if you have other skills, enthusiasm, and experience that would make you a good fit for this role, please still apply.  

YOUR WORKING ENVIRONMENT

Modern Tech Stack

We use the latest tools, hardware and methodologies across our teams.  We’re always on the look-out for new ways of working and ensure everyone is setup with enough hardware firepower to excel, Windows or Mac.

Agility & Openness for Ideas

We actively encourage the entire team to share their ideas, with that in mind we regularly adopt and implement suggestions across the company, you’re the specialist here!

Operating with the agility of a high growth start-up, alongside the support you can expect from a larger organisation means we encourage quick decision making and a responsive, adaptive culture.

Outstanding People

We believe that great teams are built by a mixture of personality, skills and a passion for what people do. We’re a small, start-up team with around 40 people onboard.   

 
Flexibility

As a remote-first company, we support 100% remote working for this role. While the typical working hours are from 9am to 5:30pm ET, we require some flexibility. This is because working hours may need to shift occasionally to align with live scheduled events, ensuring we provide the best support to our team.

Joining us means becoming an integral part of the whole team no matter where we’re physically working, we have a number of initiatives to create a team environment regardless of geographic location. 

 
PAYMENT

Up to 35,000 USD per year (or local currency equivalent) full-time contractor contract, depending on experience and skills.

CONTRACT TYPE  

Full time contractor contract - fully remote working from anywhere within the Eastern Time Zone!

RECRUITMENT PROCESS 

Firstly – we will send you a link for you to record your answers to a few important questions. 

Secondly – if your interview goes well, you will be sent a follow-up exercise (for which you will be compensated) that aims to test your problem solving skills.
 

Finally, you will have a final interview with Rob, our VP of Operations, whom you will be working with directly. The purpose of the interview is for Rob to get to know you and try to understand if you’d be a good fit for the role, and at the same time answer all your questions.