Key Skills

Job Description

About wetracked.io 🚀 Wetracked.io is a fast-growing start-up redefining the way businesses manage tracking and performance analytics. We’re a remote-first team driven by innovation, transparency, and building tools that truly empower our customers. As we scale globally, we’re looking for smart, proactive team members who thrive in fast-paced environments and are ready to grow with us. 🚀 Position overview We’re looking for a tech-savvy, people-first problem solver to join our Customer Success team. You’ll be the go-to expert for our clients when it comes to troubleshooting, implementation, and education: helping them get the most out of our product and make data-driven decisions confidently. This is not just support. It’s a mix of customer enablement, product education, and technical insight. You'll work closely with Kevin (COO) and Asad (CTO), bringing feedback from the front lines to influence our roadmap and reduce churn by driving customer success at its root. Key responsibilities 🔑 Lead technical calls with clients, translating complex tracking topics into simple, actionable insights. You’re the go-to person for customer escalations, together with Engineering and the Customer Support teams. You’re the one driving initiatives to solve issues. Run engaging webinars and product walkthroughs to empower our customers Be a resource to our internal team: create clear, helpful documentation and internal knowledge sharing. Gather and analyze user feedback to shape our product and increase retention Ability to manage multiple responsibilities, from resolving customer issues to engaging in client calls and creating resources. You’re in charge of the onboarding process of our customers and continuously working on educating our users through scalable touch points. The musthaves 🌟 Strong communicator who can explain technical things without the fluff. Curious, pro-active, and always thinking ahead to solve problems: that’s you! Hands-on experience in a customer-facing role, preferably in a SaaS environment. Comfortable with juggling multiple tasks: from technical support to running webinars and writing content. What we offer 🌍 Work directly with a small, passionate team where your input actually shapes the product. No micromanagement, no red tape: just ownership, trust, and real impact. Remote-first, async-friendly culture. You’ll help reduce churn not by chasing it: but by creating success before it happens.

Core Responsibilities

Lead customer onboarding, technical troubleshooting, escalations, and educational activities such as webinars and product walkthroughs. Create documentation, analyze customer feedback, and collaborate with engineering and leadership to improve the product and customer retention.

Requirements

Candidates should have hands-on experience in a customer-facing role, preferably in a SaaS environment, and be able to explain technical topics clearly. They should be proactive, comfortable managing multiple responsibilities, and capable of providing technical support, delivering webinars, and creating content.

Benefits

• Remote-First Work
• Async-Friendly Culture
• Ownership and Autonomy
• Opportunity to Influence the Product