Support Enablement Manager - Remote (Filestage) | Transform Customer Support

**Overview**

Filestage is revolutionizing approval workflows, helping teams from major enterprises to independent agencies streamline their review processes for documents, designs, videos, and more. As a thriving remote-first startup with 500K+ users across 500+ companies including AB InBev, LG, and Emirates, we're seeking a Support Enablement Manager to reimagine customer support as a strategic growth driver.

**Responsibilities**

You'll lead customer support operations while architecting the systems that make exceptional service scalable and efficient. Handle first and second-level support inquiries with excellence, coordinating third-level escalations across teams. Transform support from reactive to proactive by identifying root causes and eliminating recurring issues. Build comprehensive self-service resources and leverage AI-driven solutions to enhance customer independence. Convert support interactions into valuable business intelligence, flagging retention risks to Customer Success and identifying expansion opportunities for Account Management. Develop world-class standard operating procedures that enable seamless team scaling and customer self-service. Manage the complete support technology infrastructure and establish data frameworks for actionable insights.

**Requirements**

This fully remote position welcomes candidates based in European time zones. You should bring proven experience in customer support leadership, preferably in SaaS environments. Strong analytical skills to transform support data into strategic recommendations are essential. Experience with support automation, knowledge base development, and customer success tools is highly valued. Excellent communication abilities and a passion for creating exceptional customer experiences will set you apart. You'll thrive in our collaborative, remote culture where innovation meets customer obsession.

Monday to Friday, 9 AM – 5 PM (full-time)