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At WhatConverts we innovate and initiate! We are a dynamic SaaS company who offers a comprehensive lead tracking solution for marketers - one place to track ALL leads. The Customer Support Manager at WhatConverts drives operational performance across the Support Department by overseeing an effortless customer experience by a team of highly rated Support Specialists.
This is a fully-remote, full-time position (40 hours per week). Candidates are ideally located in the USA, or +/- 3 hours of EST time zone.
< class="h3">Responsibilities to expect in this role:- Oversee all Support requests (tickets, calls, chats, etc) to ensure continuity and accuracy in technical responses, while also acting as the last point of contact for escalated customer complaints or grievances
- Maintain and improve Support operations by monitoring department performance; including identifying/resolving problems, providing necessary continued training/education, and developing action plans
- Implement systems to continuously improve existing team processes and drive operational efficiencies on the team
- Integrate with C-Suite to both provide and receive information relevant to the WhatConverts customer experience
- 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
- Host weekly Support Meetings to ensure fluid communication within department
- 3-5+ years of direct experience managing a Customer Support team; ideally within in the SaaS space or an equally technical industry
- Expert experience with Zapier, CRM software and/or B2B SaaS software
- 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
- Remote first company - we believe in breaking down barriers of bureaucracy and empowering our remote team members to work agilely to accomplish more in a shorter amount of time
- Immediate impact - the moment you join our team we hand you the reigns to work on projects independently and make a direct impactO
- Health/Wellness - we offer medical, dental, and vision insurance… with WhatConverts covering 100% of the premium for inidual coverage plans! WhatConverts also covers 100% of the cost of LTD/STD/Life Insurance premiums!
- Employee Assistance - we know everyone needs a hand once in a while, which is why we cover 100% of the cost for an Employee Assistance Program (EAP) with several offerings - including counseling, legal, financial management, and travel assistance services.
- Time off - in addition to paid holidays, WhatConverts offers competitive PTO plans that continue to offer greater rewards to long-term employees
- Diversity and inclusion - our workplace is positive, supportive, and inclusive and we ask all new hires to bring that same approach
- Learn about our team
- Read about what makes us different or watch a product overview
- Read our reviews on Capterra and G2
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.
