• Manage live chat and support channels, ensuring fast and accurate responses • Resolve client queries efficiently while maintaining a high standard of communication • Escalate complex issues to the appropriate teams when needed • Maintain professionalism and empathy in all client interactions • Identify and troubleshoot client issues across platform usage, onboarding, and workflows • Handle support tickets and follow through until resolution • Flag recurring issues or bugs to internal teams • Follow and utilize internal documentation and SOPs effectively • Contribute to improving FAQs and knowledge base content • Document new solutions and recurring fixes to support team scalability • Maintain accurate records of interactions in support systems (e.g., Intercom, Zendesk) • Support internal teams with insights on client feedback and common pain points • Ensure adherence to SLAs (response time, resolution time, quality standards)

Role Description This position is responsible for overseeing the End-User Computing (EUC) Support team in their assigned region, as well as providing technical support. Participates in and leads the work of subordinates. This role requires periodic travel to company offices and operational sites as needed to support team activities and business needs. Job Roles and Responsibilities - Provide technical support leadership for assigned region and for EUC Technicians assigned to that region, and across other regions as required. - Work with EUC Support & Engineering Manager in maintaining set Service Level Agreement and reduce client complaints and concerns. - Enforce all policies and procedures that have been set forth by the IT department and ensure standards are being followed and goals are being met. - Maintain support availability scheduling for offices in assigned region, and other regions as required. - Manage the ServiceNow EUC Support queue to ensure ticket resolutions are met to department specifications. - Lead EUC Support projects working with a variety of internal groups and vendors. Identify, prioritize, and drive resolution of projects, relevant problems, risks and issues. - Create and maintain EUC Support department procedures and end-user instructions as required and in accordance with department standard operating procedures. - Supervise and manage EUC Support Technicians, which includes setting goals, developing processes, and providing guidance and constructive performance assessment. - Ensure skillset of regional EUC Technicians are maintained and developed. - Select, develop, and evaluate staff to ensure the efficient operation of department. - Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional societies. - Collaborate, coordinate, and communicate across disciplines and departments. - Ensure compliance with HIPAA regulations and requirements. - Demonstrate Company’s Core Competencies and values held within. Please note due to the exposure of PHI sensitive data – this role is considered to be a High Risk and Privileged Role. The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary. Qualifications - Minimum bachelor’s degree or Technical School degree, or five years of related experience. - Minimum 5 years’ technical experience, preferably in an EUC Support environment. - Knowledge of PC and network troubleshooting. - Knowledge of ServiceNow tracking system. - Communication (written, verbal, and listening), leadership, people-management, planning, organizing, analytical, problem-solving, and time-management skills. - Ability to create and manage procedures for end-user instruction, escalation, troubleshooting, etc. - Ability to assess ramification of issues and prioritize tasks based on business impact. - Ability to evaluate situations and current information to determine the appropriate course of action and execute decisions. - Ability to handle a high-pressure environment. - Ability to lead and mentor individuals. - Ability to use software, hardware, and peripherals related to job responsibilities. - Ability to lift moderate-sized computer equipment. - Ability to travel to the company offices and operational sites as needed. - Ability to work off hours to support business needs. Compensation The salary range for this position is $100-110K. Specific offers take into account a candidate’s education, experience and skills, as well as the candidate’s work location and internal equity. This position is also eligible for health insurance, 401k and bonus opportunity. Benefits - Medical, dental and vision coverage with low deductible & copay - Life insurance - Short and long-term disability - Paid Parental Leave - 401(k) + match - Employee Stock Purchase Plan - Generous Paid Time Off – accrued based on years of service - 10 paid company holidays - Tuition reimbursement - Flexible Spending Account - Employee Assistance Program - Sick time benefits – for eligible employees, one hour of sick time for every 30 hours worked, up to a maximum accrual of 40 hours per calendar year, unless the laws of the state in which the employee is located provide for more generous sick time benefits EEO Statement Claritev is an Equal Opportunity Employer and complies with all applicable laws and regulations. Qualified applicants will receive consideration for employment without regard to age, race, color, religion, gender, sexual orientation, gender identity, national origin, disability or protected veteran status. Application Deadline We will generally accept applications for at least 5 calendar days from the posting date or as long as the job remains posted.

Role Description Wir von pathway solutions haben ein klares Ziel: Die Buchhaltung gemeinsam mit dir zu revolutionieren! Ob Shopify-Startups oder SaaS-Unternehmen – unsere Software automatisiert Buchhaltungsprozesse, damit Unternehmer:innen sich auf das Wesentliche konzentrieren können. Wir setzen uns ambitionierte Ziele, glauben an Wachstum und haben währenddessen enorm viel Spaß als Team! - Du hilfst täglich per Telefon, E-Mail und Zoom e-Commerce Unternehmer:innen bei buchhaltärischen Problemen. - Sicherstellung einer hohen Kundenzufriedenheit durch klare und freundliche Kommunikation. - Identifikation wiederkehrender Probleme und Verbesserung unserer Lösungen. - Enge Zusammenarbeit mit dem Onboarding Automation Team zur Sicherstellung der Kundenzufriedenheit. Qualifications - Hohe Eigenmotivation und Ergebnisorientiert (SMART Goals). - Erfahrungen in der Nutzung von DATEV (Pflichtvoraussetzung). - Interesse an der Digitalisierung der Buchhaltungsbranche. - Eigenständige, strukturierte und prozessorientierte Arbeitsweise. - Offen für Feedback, digitales Arbeiten und remote first. - Fließend in Deutsch und Englisch. Benefits - Flexibilität: Remote First und familienfreundliche Arbeitszeiten – du bestimmst, wann du arbeitest. - Entwicklung: Coaching-Budget, Mentoring und ein diverses Team. - Urlaub: 30 Tage, damit du dich erholen kannst. - Gehalt: Ein attraktives Vergütungspaket wartet auf dich. - Lernkurve: Übernimm Verantwortung und wachse mit uns. Company Description Unser Ziel! 10.000 Unternehmer:innen und Buchhalter:innen von der manuellen Buchhaltung befreien. pathway ist die Nr. 1 Software für eCommerce (Shopify, Amazon, WooCommerce) und SaaS (Stripe, Chargebee) Unternehmer. Wir automatisieren die Erlös- und Zahlungsbuchhaltung, damit sich Unternehmer auf den Core fokussieren können! - Remote - Diverse - Automation first

Role Description Our customers rely on RedTrack to make critical business decisions based on their data. In this role, you will help ensure that their tracking works as expected, issues are resolved quickly and accurately, and every customer feels supported and confident using our product. Your work directly impacts customer trust, retention, and the overall quality of the RedTrack experience. - Providing troubleshooting and technical support to clients via e-mail and live chat - Assisting with all cases of RedTrack clients and providing support by helping to identify various issues - Supporting clients in configuring accounts to ensure a successful customer journey - Keeping accurate notes and details on support requests - Communicating with the team members regarding ongoing issues - Documenting software problems for review and correct actions - Troubleshooting, first-level diagnostics, providing technical and product expertise to clients’ queries - Working cross-functionally with Product and Sales teams Qualifications - Ability to troubleshoot technical issues using structured approaches and logical investigation steps - Strong skills in explaining technical concepts clearly and simply to customers with different levels of technical background - Experience working with reports and dashboards, including validating data accuracy and identifying discrepancies - Good understanding of how web applications work, including tracking, data flow, and client-server interaction basics - Awareness of data privacy and data handling principles in a customer-facing environment - Experience with SaaS products; background in E-commerce and/or AdTech is a strong advantage - Fluency in English and at least one additional language Requirements - HTML / JavaScript basics - Experience with advertising platforms (Meta, Google Ads, TikTok) - Familiarity with tracking systems Benefits - Competitive compensation and stock option program - Fully remote setup with flexible working hours - 21 paid vacation days plus 10 personal paid holidays - Paid sick leave and maternity/paternity leave - A collaborative team culture built on ownership, clarity, and trust - Opportunities for professional growth, experimentation, and real impact - Team offsites and conference trips - we love connecting offline too Company Description RedTrack is a SaaS analytics platform that helps performance marketers and businesses track, optimize, and scale their online advertising. We provide accurate attribution, real-time insights, and advanced reporting across multiple traffic sources, channels, and ad platforms. Our product is used by growth-driven teams worldwide who rely on data to make fast, informed decisions and increase revenue. We are a remote-first company building a scalable, data-driven product with a strong focus on quality, ownership, and long-term impact.