ButterCMS is an industry leading headless CMS (Content Management System) leveraged by some of the most iconic global companies including: Roblox, 1-800-Contacts, SalesForce, NomNomNow, SidelineSwap and more. We aim to provide a powerful, developer and marketer friendly solution to manage content across all digital properties.

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 which are API-first, market-leading developer platforms focused on content creation and digital collaboration. Tiugo’s current family of brands include 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 ideal for a self-starter who is excited by the idea of being a founding member of a CS team. That said, we wear a few hats, so 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 10-18 CET. 

Key Responsibilities:

• Manage and respond to inbound customer support messages and emails via intercom.

• Conducting onboarding, implementation, and training sessions as required.

• Oversee the customer lifecycle management and identify areas for upgrade and expansion

• Create and deliver customised reports, presentations, and performance insights to demonstrate the impact of our solutions.

• Lead customer training sessions, webinars, workshops, and demonstrations to enhance product knowledge and usage for our customer base. 

• Assist in the development of customer success playbooks and resources.

• Serve as the liaison between customers and internal teams, such as product development, sales, and support.

• Manage customer escalations and ensure issues are resolved quickly and effectively.

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)