The empathetic link connecting customers with solutions
At Contentful, our Support team is not just another customer service department. We serve as the empathetic link that connects customers with solutions in their time of need. While Sales teams focus on identifying opportunities, we excel in problem-solving and building on foundational relationships handed over to us. Our dedication to customer satisfaction is evident in our consistently high ratings, maintaining a 95% satisfaction rate quarter over quarter for the past two years.
The mission of our Support team is clear: to maximize product/platform adoption and customer retention by providing timely and effective solutions to product-related questions and technical issues. Our team members, like Dasha Elson, Product Manager of Customer Support, find meaningful empowerment in the impact they contribute to the team and our customers.
To remain effective in our roles, we prioritize “sharpening the saw,” as Dr. Stephen R. Covey advocates for the active maintenance of our greatest asset — ourselves. This involves a balanced program for self-renewal in physical, social/emotional, mental, and spiritual aspects of our lives. It’s a key habit of highly effective people that we embrace within the Customer Support team.
How the Customer Support team prioritizes work-life balance
Here’s how we prioritize the well-being of our team members:
1. Flexibility in work hours
We offer flexibility in work hours to allow team members to balance their professional and personal commitments seamlessly. Whether it’s a school run or a dentist appointment, our team members have the support they need to manage their schedules effectively.
2. Open-door communication
We foster open communication where every team member is heard, creating a supportive atmosphere where positive or negative situations are addressed promptly.
3. Supportive company culture
Our supportive company culture prioritizes employee well-being through comprehensive health and wellness programs, encouraging breaks, vacations, and days off to maintain mental and physical health.
4. Peer support networks
We foster peer support networks to strengthen bonds and enhance problem-solving capabilities, creating a sense of community within our team.
5. Respect for personal time
We respect personal time by discouraging non-urgent communication outside of working hours, promoting a healthy work-life balance and preventing burnout.
6. Recognition and rewards
We acknowledge exceptional performance to boost morale and make every team member feel valued and appreciated.
A happy team leads to exceptional customer experiences
At Contentful, we believe that a happy and well-supported team translates into exceptional support for our customers. By fostering a culture of understanding, open communication, and mutual respect, we continue to overcome the challenges of a global support team.
Join us in embracing a workplace where well-being and work-life balance are not just words but a way of life. Together, we make a difference!
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Bright people. Big impact. Join us.