SaaS Technical Support Lead

Summary

Join WhatConverts, a B2B SaaS company, as a Technical Support Lead and become a leader within our fully remote Support team. Initially, you will undergo 90+ days of training as a Technical Support Engineer to gain a deep understanding of our product and processes. After training, you will monitor support requests, act as a point of contact for escalated issues, and improve support operations. You will also implement systems to enhance team processes and efficiency, lead by example, and contribute to the creation and updating of help documents. This role requires 3-5+ years of experience as a Technical Support Engineer, ideally in SaaS/MarTech, and 1-2+ years leading a team. WhatConverts offers a comprehensive benefits package including fully remote work, health insurance, 401k matching, generous PTO, and more.

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

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
• 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

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