SaaS Technical Support Lead

December 14, 2024

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WhatConverts

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WhatConverts is a comprehensive lead tracking and marketing analytics platform designed for marketers, agencies, and businesses. It provides powerful tools for call tracking, form tracking, chat tracking, and eCommerce analytics, enabling users to capture and manage leads efficiently. WhatConverts also offers robust lead management features, such as search and filter capabilities, lead qualification, and ROI analysis, to optimize marketing campaigns' performance. Integrating seamlessly with over 1000 software tools, including CRM and analytics platforms, it provides custom reporting and marketing intelligence insights. With a focus on improving marketing ROI, WhatConverts serves a variety of industries, making it easier to understand and enhance marketing strategies.

Lead Tracking • Call Tracking • Form Tracking • Chat Tracking • Google Ads Conversion Tracking

11 - 50 employees

☁️ SaaS

📋 Description

• Drive operational performance across Support by maintaining an effortless customer experience. • Train as a Technical Support Engineer for a minimum of 90+ days. • Partner closely with the Senior Director of Customer Success to pinpoint areas of improvement. • Help monitor Support requests to ensure continuity and accuracy. • Maintain and improve Support operations by monitoring team performance. • Lead by example and take ownership of ticket flow.

🎯 Requirements

• 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

• Remote-First: Empowered to work agilely in a fully remote environment with no risk of office return. • Immediate Impact: From day one, take ownership of projects and make a direct impact. • Health & Wellness: 100% employer-paid premium medical, dental, vision, and life insurance. • 401k with 5% Match: Secure your future with immediate vesting. • Employee Support: Access counseling, legal, and debt management services through our EAP. • Generous PTO & Flexible Time Off: Accrue PTO with additional days for tenure, plus up to 4 hours of flex time per week for personal matters. • Parental & Bereavement Leave: Paid leave for life’s important moments. • Volunteer Day: Give back with an annual volunteer day. • Diversity & Inclusion: Join a positive, supportive, and inclusive workplace. • Remote Work Perks: $100 monthly stipend to ensure your home office needs are met and company-provided devices.