Offer summary

Qualifications:

Experience in customer support roles, Strong understanding of SaaS products, Familiarity with API-based CMS solutions, Proficient in managing communication channels.

Key responsabilities:

Manage inbound customer support messages

Drive customer success by monitoring metrics

Conduct onboarding and training sessions

Engage in internal meetings

CKSource is the creator of CKEditor, and with more than 20 years’ experience creating WYSIWYG editors, we’re the experts in rich text editing. Our flagship product, CKEditor 5, is trusted by both Fortune 500 companies and hundreds of millions of users worldwide, for its almost limitless possibilities and customizations. The latest version, CKEditor 5, was rewritten in TypeScript with a modern MVC architecture, custom data model and virtual-DOM structures, and is purpose-built for collaboration. It effortlessly works with modern tech stacks and easily handles complex implementations and edge cases. Developers have complete front- and back-end control of the editor, to easily configure, customize and control every aspect of the editor’s look, feel, and functionality. Infinite possibilities are achievable with the CKEditor WYSIWYG: collaborative tools and advanced features are individually selected, to perfectly suit your application and users. The story began in 2003 with a single open-source side project, when Brazilian developer Frederico Caldeira Knabben built a groundbreaking rich text editor, known as FCKEditor. The software rapidly became so popular in the open-source community that the project quickly expanded. CKSource was established in 2006 and has steadily grown ever since. In 2021, the company became part of Tiugo Technologies, a PSG portfolio company specializing in global, API-first developer platforms in the document and data management markets. CKSource now has over 80 employees, including more than 50 talented developers. In addition to making our market-leading software, we’re dedicated to supporting our people and building a brilliant company culture. In September 2022, CKSource was awarded the Great Place to Work® Certification™ – a global ranking based entirely on employee satisfaction.

Job description

A modern alternative to WordPress, ButterCMS is bettering the way teams build websites and apps.

We’re a SaaS startup that delivers value to Developers and Marketers through a headless, API-based CMS (Content Management System) and blogging platform. Butter is a developer-friendly CMS that enables developers to build modern apps while also providing their marketing teams with the tools needed to make website content updates. Our Software Developers and Marketers customer base comes from a widely varied set of industries.

We are part of Tiugo Technologies, a launchpad for new developer platforms, helping software companies accelerate growth, increase operating efficiency, and scale their business. Tiugo contains a suite of brands that are API-first, market-leading developer platforms focused on content creation and digital collaboration. Tiugo’s current family of brands includes CKEditor, TinyMCE, ButterCMS, and Uploadcare.

Together our products have powered millions of software applications and websites. Enabling content and communication in everything from Microsoft to NASA, you might not know our name, but you’ve probably used our software.

Your Role

This role is responsible for managing inbound messages from all of our customers as well as maintaining their own book of business.

To support our global users and collaborate effectively with the US team, this role will work adjusted hours. Candidates should expect to work 10am - 6pm CET.

Breakdown:

20% Chat/Email support for the ButterCMS Userbase
30% Admin Tasks/Projects

30% Customer Calls
15% Call preparation/planning/Follow up
5% Internal Meetings (1:1’s, Team Meetings, Product Feedback, Trainings)

Key Responsibilities:

Manage and respond to inbound customer support messages and emails via intercom.
Driving customer success by aligning with customer goals throughout the organization by monitoring relevant customer metrics goals and keeping account overviews.
Communicating with customers based on segmentation and business approach (low-touch, tech-touch, high-touch).
Conducting onboarding, implementation, and training sessions as required.

Required profile