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SaaS Technical Support Lead (FULLY REMOTE)

Posted 21 days agoViewed

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💎 Seniority level: Lead, 3-5+ years of direct experience

📍 Location: United States

🔍 Industry: B2B SaaS

🏢 Company: WhatConverts👥 1-50AdvertisingMarketingSoftware

⏳ Experience: 3-5+ years of direct experience

🪄 Skills: HTMLJavascriptGoogle AnalyticsTechnical supportCRMSaaS

Requirements:
  • 3-5+ years of direct experience as a Technical Support Engineer, preferably in SaaS/MarTech.
  • 1-2+ years of experience leading a Technical Support team.
  • Expertise in Zapier, CRM software, and B2B SaaS solutions.
  • Solid foundation in HTML and JavaScript.
  • Strong knowledge of Google Analytics or similar web analytics tools.
  • Proven experience with implementing automation for improved results.
Responsibilities:
  • Train as a Technical Support Engineer to learn the product and operational processes.
  • Partner with the Senior Director of Customer Success to identify areas for improvement.
  • Monitor Support requests for continuity and accuracy, manage escalated complaints.
  • Maintain and improve team performance, provide ongoing training, and develop action plans.
  • Create and ensure accuracy of Help Documents based on FAQs.
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