Customer Success Lead

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🕒 March 13

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Town Web

WebsiteLinkedInAll Job Openings

1 - 10 employees

🌐 Web 3

🏛️ Government

📋 Compliance

Web 3 • Government • Compliance

Town Web is a company specializing in designing and developing websites for municipalities. With over 16 years of experience, Town Web has created over 800 websites for local governments across 42 states in the U. S. They focus on creating accessible and user-friendly municipal websites that are ADA 508 compliant and mobile-friendly. Their offerings include custom design, online payment systems, file management, and SSL secure websites, as well as free redesigns every three years. Town Web is known for its excellent customer support, making it easier for town clerks and administrators to manage websites effectively.

📋 Description

• Support Team Coordination: Provide day-to-day guidance to support agents by helping answer questions, reviewing complex tickets, and ensuring responses maintain a consistent level of professionalism and clarity. • Daily Support Operations: Monitor support activity across all channels including the ticketing system, email, and phone. Help ensure queues remain organized, workloads are balanced, and customer inquiries receive timely responses. • Escalation Assistance: Assist with escalated or sensitive customer issues when additional experience or coordination is needed. • Customer Experience Standards: Maintain a high standard of customer service across all support interactions. • Process Improvement and Operational Efficiency: Identify recurring support trends and work with leadership to improve workflows, documentation, and internal processes. • Documentation & Knowledge Base Maintenance: Help maintain and improve Standard Operating Procedures (SOPs), workflows, and knowledge base documentation. • Support Performance Reporting: Track and report on key support metrics including response time, resolution time, and customer satisfaction. • Concierge Level Customer Experience: Support the team in delivering a concierge-level customer experience by promoting thoughtful responses, proactive assistance, and a strong customer-first mindset.

🎯 Requirements

• 5-10 years in Customer Support is required. • At least 3 years in a management role, ideally leading a team of 10 or more. • A proven record of creating high-performing support teams is essential. • Previous experience in SaaS or Tech Support is a bonus. • Familiarity with tools like Slack, ClickUp, Notion (or similar).