SaaS Technical Support Lead (FULLY REMOTE)

Driving Excellence in Technical Support: Innovate, Solve, Lead

Technical Support Lead

Location: Fully Remote (USA)

About WhatConverts
WhatConverts is a B2B SaaS company specializing in marketing attribution and lead tracking solutions. We empower businesses to make data-driven decisions by providing deep insights into their marketing campaigns and helping them understand what drives conversions. As a remote-first company, we foster a mission-focused and performance-driven culture, valuing integrity, initiative, and innovation.

Position Overview

The Technical Support Lead with WhatConverts is a leader within the Support team and over time, evolves to drive operational performance across Support  by maintaining an effortless customer experience alongside a team of Technical Support Engineers. 

In this role you’ll get to:

• 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

What we’re looking for:

• 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

Company Benefits/Perks:

• 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.

Before you apply you should:

• Learn about our team
• Read about what makes us different or watch a product overview
• Read our reviews on G2

If you're passionate about working in a dynamic, fast growing company with smart colleagues and opportunities for development, come grow with WhatConverts. 

WhatConverts is an equal opportunity employer. We recruit, hire, pay, and promote without regard to gender, race, sexual orientation, age, religion, veteran status, physical/mental abilities, or any other identities protected by law.