Support Lead - LATAM

💸 Up to 35k USD per year (or currency equivalent), full time contractor contract

🌎  Fully remote working!

✨ Exciting high growth product, relied on by leading global sports brands

💻 Working with the latest hardware, tech stack and tools 

Typical working hours are from 9am to 5:30pm ET, but we require some flexibility. Working hours may need to shift occasionally to align with live scheduled events, ensuring we provide the best support to our team.

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! 

We're looking for an amazing Support Lead to join our growing team and help push this product on to the next 100 million users.

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!   (technical / leadership role – change as needed) 

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 a large number of globally-recognised clients, particularly within Sport, so if you're a sporting fan this could be a great fit!  

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?

• You don't need to be a web developer but technical knowledge is important

• 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.

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. We’ll discuss that in a second meeting via Teams with Dave, CTO and Emily.

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.