Customer Support Specialist

What is Stora?

Stora is a self storage software platform at the forefront of a technology-led revolution in the industry.

It empowers self storage operators to seamlessly manage their businesses, automate processes, and drive revenue growth. In just 3 years, we’ve helped 200+ operators process over £25 million in automated payments.

We’re a fast-growing company who’ve gained a reputation as innovators in this space, and we plan to keep it that way. Our team is small, focused and laser focused on making self storage better for everyone.

Why is this role important?

As a Customer Support Specialist at Stora, you will play a critical role in delivering high quality product support to our customers to help them get the most from using Stora.

You'll be instrumental in helping to retain our customer base and enhancing our already glowing reputation for first-rate help and support.

We're looking for candidates who are:

• Experienced in delivering frontline Customer Support within the SaaS space.

• Proactive, self-sufficient, and enthusiastic about leading the charge on all things support.

• Capable of working with multiple customers quickly without compromising on quality.

• Driven to go the extra mile to create memorable experiences for our customers.

Whose team will you join?

You’ll join our customer success team, working under our Head of Customer Success, while also collaborating closely with our product team to help support Stora’s customers.

This is an exciting time to join Stora, as we look to further expand our team and cement our position as the software of choice for the self storage industry in the UK and beyond.

For the right candidate, this is a great opportunity to ‘own’ the support part of the business, with the potential to grow into a managerial role in due course.

What is it like to work at Stora?

Stora is based out of Northern Ireland, with a team spanning the UK and Ireland. We are all trusted to produce high quality work in the remote-first environment that fits us best.

Office based work is an option too, every Thursday in Belfast. We also all get together for a bi-annual company meet up.

We value honesty, humility and responsibility. Everyone is empowered to contribute and challenge ideas.

We’re all driven by passion for our work and a desire to solve the problems of our customers.

Stora is for people who own their role, learn quickly, and find happiness in delivering consistently brilliant outcomes that push the company forward.

What are the role requirements?

In this role, you will be:

• Responsible for triaging, responding, resolving, and escalating customer issues.

• Collating and distributing product feedback and customer insights.

• Spotting potential expansion or upsell opportunities and escalating accordingly.

• Performing any other related duties as required.

Ideally, you’ll have experience with:

• Offering frontline product support through systems like Intercom (or similar).

• Working towards SLAs, metrics, and targets.

• Going the extra mile to deliver best in class Customer Support.

We believe the ideal candidate will have:

• A bachelor's degree and 1+ years experience supporting a SaaS product.

• A strong capacity for learning and thriving in a fast-paced setting.

• Exceptional communication and writing skills.

• The ability to work collaboratively and take initiative.

• Expertise in working with customers to help them achieve their goals.

What does the hiring process look like?

We’re accepting applicants until 12th May 2024. We’ll get back to chosen applicants by 17th May 2024 to begin the interview process.

Applicants can expect the following:

• Stage 1: Introductory phone call with our Head of Customer Success ~30 minutes.

• Stage 2: Panel interview including skills assessments ~60 minutes.

• Stage 3: Final interview with our CEO ~30 minutes.

What will an offer consist of?

• A competitive salary of £28,000 - £32,000 DOE.

• Share options.

• Private health insurance for you and your direct family members.

• Remote working and flexibility.

• Apple hardware and a work from home budget.

• 35 days holiday.

Compensation Range: £28K - £32K