WhatConverts · 12 hours ago
SaaS Technical Support Lead (FULLY REMOTE)
United States
Full-time
Remote
Senior Level
3+ years exp
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Responsibilities
Train as a Technical Support Engineer for a minimum of 90+ days to work closely with the team, learn the WhatConverts product, understand typical client requests and issues, as well as our operational processes
Partner closely with the Senior Director of Customer Success to pinpoint areas of improvement and focus for optimal customer satisfaction and health
Once fully trained in within Support and confident taking on Tickets, you will help to monitor Support requests (tickets, calls, chats, etc) to ensure continuity and accuracy in technical responses, while also acting as a point of contact for escalated customer complaints or grievances
Maintain and improve Support operations by monitoring team performance; including identifying/resolving problems, providing necessary continued training/education, and developing action plans
Recommend and assist in implementing systems to continuously improve existing team processes and drive operational efficiencies on the team
Lead by example and work to become a trusted partner amongst the Support team; taking ownership of ticket flow and jump in as needed
Ensure frequently asked questions influence the creation of Help Documents as needed, as well as ensuring Help Documents are updated for accuracy as changes to the WhatConverts platform occur
Other duties as assigned; job duties may expand based upon aptitude and ability
Qualification
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Required
3-5+ years of direct experience as a Technical Support Engineer; ideally within the SaaS /MarTech space or an equally technical industry
1-2+ years of leading a Technical Support team
Expert experience with Zapier, CRM software and/or B2B SaaS software
A solid foundation of HTML/JavaScript knowledge
Strong knowledge of Google Analytics or similar web analytics experience
Proven experience implementing automation processes that maximize and streamline results
Benefits
100% employer-paid premium medical, dental, vision, and life insurance.
401k with 5% Match: Secure your future with immediate vesting.
Access counseling, legal, and debt management services through our EAP.
Accrue PTO with additional days for tenure, plus up to 4 hours of flex time per week for personal matters.
Paid leave for life’s important moments.
Give back with an annual volunteer day.
Join a positive, supportive, and inclusive workplace.
$100 monthly stipend to ensure your home office needs are met and company-provided devices.
Company
WhatConverts
WhatConverts is a lead tracking and reporting platform. Our mission is to prove and grow marketing ROI for agencies and their clients.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Jeremy Helms
Co-Founder
Michael Cooney
CMO
Recent News
Company data provided by crunchbase
