Location : Remote
Language : English
Level : Medior
Salary : €40.000 - €55.000
Industry : MarTech / SaaS
Product :
wetracked.io offers a no-code, plug-and-play ad-tracking solution for e-commerce businesses, improving tracking accuracy despite ad blockers and iOS14+ restrictions. Our solution empowers data-driven decisions to boost ad performance.
Role overview :
We are looking for a proactive, customer-focused Technical Customer Success specialist to handle customer calls, resolve technical issues with clients, and elevate overall customer satisfaction. The role blends technical support, customer engagement, and collaboration with the Customer Support team to drive improvements.
Responsibilities
- Host and participate in technical calls with clients, providing solutions and support.
- Manage escalations from the Customer Support team, offering creative and proactive solutions for issues raised via live chat.
- Assist customers with technical issues, especially in tracking and data interpretation.
- Educate, train, and support the Customer Support team with resources, including documentation and articles.
- Conduct client calls, webinars, and case studies to enhance product understanding.
- Gather and analyze client feedback to suggest feature improvements and drive retention.
- Collect client data to inform product development.
- Write technical help articles and contribute ideas for marketing content, including blogs.
Who we're looking for :
- Strong communication skills with the ability to clearly explain technical concepts to non-technical users.
- Proactive, solution-oriented mindset with a focus on problem-solving.
- Experience in customer-facing roles, ideally in SaaS or technical environments.
- Ability to manage multiple responsibilities, from resolving customer issues to engaging in client calls and creating resources.
- Fluent English speaker, verbally convincing, and able to articulate technical concepts with clarity.
Nice to have :
- Background in e-commerce or marketing technology.
- Familiarity with platforms like Facebook Ads Manager.
- Project management experience.
- Experience analyzing customer feedback to inform product development.
