Support Enablement Manager

Overview

https://filestage.io/

Filestage frees people from chaotic approval processes, making work more joyful and productive.

From large enterprises to independent agencies, our review and approval platform helps teams share, discuss, and approve all their files, all in one place – including documents, designs, images, videos, and audio files.

We're a fully remote team with people working in home offices, co-working spaces, and coffee shops all over the world.

Toge.ther, we're on a mission to create a seamless approval process that helps people deliver their best work.  We've raised our Series A and have over half a million users across 500+ companies, including AB InBev, LG, Havas, GroupM, and Emirates.

So if you're looking for a fast-growing startup in a booming market, you've found it! ⭐ This role is fully remote and we are open to candidates who are based in a European time zone.

What you’ll be working on as our Support Enablement Manager Support doesn't have to be reactive.

In this role, you're the person who changes that.

As Support Enablement Manager, you run cus.tomer support, but at the same time design and implement the tools, processes, and frameworks that  deliver outstanding cus.tomer support — efficiently, consistently, and at scale.

You'll reduce ticket volume, drive au.tomation, and transform Support from a cost centre in.to a genuine revenue driver.

You sit at the intersection of cus.tomers, product, and commercial teams, turning frontline insight in.to business impact.

You deliver support that cus.tomers actually love. You handle and resolve cus.tomer inquiries with speed, accuracy, and care — running 1st and 2nd level support yourself, while coordinating 3rd level support in collaboration with our wider teams.

You set the bar for what great support looks like at Filestage.

You make support a strategic asset. You collect and structure feedback from every support interaction, spotting recurring friction points in the user journey and turning them in.to actionable insights for Product, Marketing, and Cus.tomer Success.

You flag dissatisfaction signals to the CS team early, and surface upsell opportunities for Account Management — so nothing valuable gets lost in the ticket queue.

You build the systems that scale. Instead of just solving tickets, you identify and eliminate their root causes.

You empower cus.tomers through a world-class Help Center and AI-driven support ensuring that when a human touch is required, it is a high-value interaction that moves the needle for the customer.

You create the playbook everyone runs from. You build and maintain world-class SOPs that serve as the foundation for both cus.tomer self-service and the operational onboarding of new team members globally.

When someone joins the team or a cus.tomer searches for an answer, your work is what they find.

You turn data in.to decisions. You manage the support tech stack and data tagging architecture to ensure complete visibility in.to suppo