Support Lead (Live Sports Events)

💸 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 🌎 )

For this role, you will be required to work 40 hours per week (a maximum of 8 hours per day). The start and end times will vary on a daily basis depending on support team shifts and client needs, but will be known in advance as per the shift plans you will be creating:

• Earliest Start Time: 9am ET
• Latest End Time: 1am ET
• Weekend availability required but much less frequently than weekday working, will be an exception rather than the rule

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 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 Head of Delivery, and managing a talented team to ensure the ongoing delivery of high-quality live event support services for major US and international sports 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 and services, as well as our clients’ needs and calendars
• Examining, improving and documenting our existing support processes
• Managing the support team to ensure smooth, high-quality execution of our live event and general support services
• Being responsible for the quality of output of the support team, and holding the team to agreed standards
• Proactively ensuring and scheduling sufficient coverage for our various clients
• Performing live, front-live shifts yourself, running established support processes for monitoring, communication and escalation during our clients’ events
• Being responsible for one-off support requirements, processes and output for our clients’ tentpole events
• Reporting to and working with the Head of Delivery
• Learning and understanding the different processes other teams provide for our clients to drive improvements as well as prompt and high-quality delivery

QUALIFICATIONS

What's important to us:

• Experience leading a support team to ensure best in class service for clients
• Experience providing live support to clients
• Native or fluent spoken and written English
• Unparalleled attention to detail
• Strong organizational and time management skills
• Ability to work flexible hours in the evenings and weekends where necessary
• Excellent decision making and ability to react correctly to novel problems
• High comfort level and willingness to learn new software
• Evidence of developing or improving on support processes, and documenting them
• Adaptability to feedback and changing priorities
• Ability to learn and master collaborative tools for managing workflows and processes such as Confluence and Airtable
• Strong work-ethic, self-motivation, and a drive to deliver

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 – we will send you an exercise to test some key skills involved with the role.

Finally – you will have a final interview with Andy, our Head of Delivery, whom you will be working with directly. The purpose of the interview is for Andy 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.

And that’s it.