ApplySaaS Technical Support Lead (FULLY REMOTE)
Posted about 2 months 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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