Support Enablement Manager, Filestage
German Speaking
Digital media review and approval platform
Job no longer available
Digital media review and approval platform
21-100 employees
Job no longer available
21-100 employees
Company mission
Filestage's mission is to free teams from chaotic file review and proofing workflows, with a simple, flexible, and effective asset review management system.
Role
Who you are
- 👥 You're passionate about shipping value to the customer. You enjoy communicating and interacting with the customer directly or providing assets to them that enable them to use our product with ease and to its fullest
- 🔧 You're a systems thinker. You love building processes that scale. You've designed SOPs, managed knowledge bases, and built support frameworks that reduce manual work and increase consistency — and you get genuine satisfaction from seeing them actually used
- 🤖 You're comfortable with automation and AI tools. You've worked with support tech stacks, chatbots, or AI-driven ticket deflection tools before. You know how to feed a system the right information and measure whether it's working
- 📊 You're analytically minded. You use data to drive decisions — not instinct alone. You're comfortable with tagging architectures, support metrics, and building dashboards or reports that surface meaningful trends
- 🔍 You connect the dots between support and the wider business. You understand that a support ticket is more than a problem to solve — it's a signal. You have a knack for identifying patterns, translating them into insights, and getting the right information to the right team
- 🗣️ You communicate clearly and confidently. Whether you're writing an SOP, briefing Product on a recurring issue, or helping a frustrated customer, you adapt your communication style to your audience and always land the message
- 🤝 You're a natural collaborator. You work fluidly across Customer Success, Product, Engineering, and Account Management. You know how to influence without authority and build relationships that get things done
- You genuinely care about customers. Empathy isn't just a buzzword for you — it shows up in how you write help content, how you handle a tricky ticket, and how you think about the customer journey from end to end
What the job involves
- This role is fully remote, and we are only able to consider candidates who speak fluent German and are based in a European time zone
- Support doesn't have to be reactive. In this role, you're the person who changes that. As Support Enablement Manager, you run customer support, but at the same time design and implement the tools, processes, and frameworks that deliver outstanding customer support — efficiently, consistently, and at scale. You'll reduce ticket volume, drive automation, and transform Support from a cost centre into a genuine revenue driver. You sit at the intersection of customers, product, and commercial teams, turning frontline insight into business impact
- You deliver support that customers actually love. You handle and resolve customer 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 into actionable insights for Product, Marketing, and Customer 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 customers 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 customer self-service and the operational onboarding of new team members globally. When someone joins the team or a customer searches for an answer, your work is what they find
- You turn data into decisions. You manage the support tech stack and data tagging architecture to ensure complete visibility into support quality and efficiency. You analyse trends, build improvement strategies, and monitor their impact — always asking what's working, what isn't, and what to do next
Our take
Creating marketing campaigns involves an iterative process of content creation review, and this can be cumbersome to organise due to the back-and-forth exchanging of files. This has been made even more complicated due to the rise in remote workforces, with workforces lacking the necessary tools to facilitate a smooth campaign creation pipeline.
Filestage provides a digital media review and approval platform, providing remote and hybrid teams with a single point of knowledge for the deadlines, review, feedback, and file versions of marketing campaigns. The file management tools help to ensure that users are consistently collaborating on the most recent version of a file, with every user also having access to any contextual feedback.
Many startups are creating platforms around audience targeting, personalisation, and other marketing campaign innovations, but Filestage has found a unique place in the market by focussing on making collaboration and review pipelines frictionless for any workforce. Through its platform, the company aims to help increase the rate companies can create marketing campaigns, without file transfer and management presenting obstacles.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (1 round)
Jan 2021
$3.3m
SERIES A
Total funding: $3.3m
Company benefits
- Work from where you’re happiest 😊 - We’ve been fully remote from the start, giving you the opportunity to meet people all over the world and broaden your horizons
- Meet up at our team retreat ✈️ - We all travel together at least once a year, giving you the chance to have fun and get to know your teammates from around the world
- Create a workspace that suits you 💻 - You’ll get €1.500 to buy whatever you need to do your best work – including a computer, webcam, or standing desk
- Enjoy 36 days of holiday ☀️ - We all need a rest every now and then, so you’ll get plenty of time for city breaks, summer escapes, and everything in between
- Your development and wellness are important to us 🧘🏽- After 6 months in the company, we offer a personal development budget for you to invest in your own personal growth as well as a wellness budget for the gym, spa day or any other way that helps you look after yourself
Company HQ
Hauptbahnhof, Stuttgart, Germany
Leadership
Simon Kontschak
(CTO)Experience as Software Developer for FARO Europe GmbH & Co. KG.
Maël Frize
(CEO)Experience as Freelance UX Designer from 2010 to 2013. Online Video Producer for DAAD from 2011 to 2013.
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