Support Enablement Manager (German Speaking)

About Filestage

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. Together, 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 only able to consider candidates who speak fluent German and 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 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.

Life at Filestage

We believe people are more productive when they can choose their own schedule. So we’re proud to offer fully-remote roles that give you the perfect balance between work and life.

Here are some of the benefits you can look forward to at Filestage:

• 🏡 Work from where you're happiest and enjoy a flexible schedule. 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 in real life. We all travel together at least once a year at our team retreat to have fun and get to know each other.

• 👥 Enjoy a strong team culture. We're a group of knowledge seekers, reflective thinkers, clear communicators, goal owners, problem solvers, and team players. These are the values we strive for to help us achieve our mission.

• 😊 Join a happy team. We've been rated five stars on Glassdoor by our lovely team.

• 💻 Create a workspace that suits you. You'll get a €1,500 budget for hardware, as well as €500 for your home office — including a computer, webcam, or standing desk.

• 🌴 Get 38 days of holiday. Plenty of time for city breaks, summer escapes, and everything in between. You'll also get a half day on your birthday to celebrate!

• 👐 Volunteer/Charity Day. Enjoy a dedicated day to support a cause close to your heart.

• 📚 Continue to grow and develop your career. After six months, you'll get a personal development budget to invest in yourself.

• 🗣️ Make your voice heard. We trust our team members to make the best decisions to achieve their goals — no micromanagers here.

• 📅 Say goodbye to pointless meetings. Flat hierarchies, fast iterations, and no bullshit meetings.

Requirements

What you’ll bring to the role

• 👥 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.