Overview

You will join our team to help build out the processes to enable growth of our Solutions and Support Engineering Teams. You’ll be critical in ensuring that customers receive replies in a timely manner, that our support documentation is comprehensive and easy to follow, and that we correctly prioritize customer inquiries. Additionally, this individual will define and execute efficient escalation strategies and lead hiring for our Support Team.

To begin, this role will be part managerial and part hands-on support work. Then, as we build out our support processes and start hiring new team members to directly support customers, this will move into a full time managerial role.

We consistently are told that we have top tier support. This role will be crucial to maintaining that reputation as we continue to rapidly grow our free and paid customer base.

Responsibilities

  • Ensure that all customer support questions are responded to in a timely manner, by distributing work across all engineering resources
  • Maintain and grow all support documentation to help new team members quickly have a direct impact on our support function
  • Prioritize customer inquiries so we meet all support SLAs and manage the workload of both support and solutions engineers to adequately balance workloads
  • Identify pain points with our current support processes and introduce solutions to those issues to build a world class, highly efficient support function
  • Scale the support team by hiring and retaining team members of various levels to create an inclusive and collaborative team

Requirements

  • 3 to 5 years working in a fast-paced, global support function; 2+ years directly managing support and/or solutions engineers and prior experience with Intercom are pluses
  • Top-notch people skills — inquisitive, welcoming, engaging, friendly, empathetic, genuine
  • Organized, dependable, and able to manage multiple relationships and projects across accounts
  • Strong written communication skills, with prior experience documenting detailed operational processes
  • Naturally curious — willing to learn new tools and experiment with various solutions
  • Familiarity with the frontend space and with JS ecosystem tools (ex. Webpack); direct experience with Storybook and Chromatic is a plus

Time zones: US East Coast to US Pacific (you don’t have to live in the US).

Why work here?

 Build the tools behind the biggest sites. Our products help companies develop UIs for hundreds of millions of people.

 Work with brilliant frontend people who helped create core frontend tech for thousands of companies from Airbnb to Zenefits. Three times. In a row. Meteor, Apollo GraphQL, and now Storybook. Learn more

 Have a big impact and learn a ton by working across open source, cloud services, and developer experience. You’ll ship products you can be proud of.

 Now is the best time to join. Storybook is one of the fastest growing open source projects with wide adoption. We’re profitable and scaling quickly with customers like Shopify, Adobe, and BBC.

Values

  • Be respectful
  • Take pride in the work
  • Invest in each other
  • Inspire others to grow
  • Outcome over ego
  • Don’t overthink it
  • This is supposed to be fun

Benefits

  • Work from anywhere
  • Annual retreats
  • Health benefits for you and yours
  • Parent and family-friendly
  • Monthly wellness stipend
  • Home office setup stipend
  • Learning stipend
  • Coworking travel stipend
  • Unlimited vacation
  • 401(k)

Everyone talks to customers

The best way to serve customers is to talk to them. We schedule one day a week for you to get to know our users first-hand. You’ll learn about their challenges, answer questions, implement improvements, and support their success.