[Hiring] Client Success Specialist @Town Web

Role Description

Our AI agent now answers repeatable, well-documented questions. What is left is the work that only a person can do: own a client's problem from the first message to the confirmed fix, build a relationship a clerk trusts, and turn what you learn into better documentation and a better product.

This is not a ticket-closing job. Think of a great 5-star hotel that puts slippers by the bed before you ask. We want a clerk to finish a conversation with you and tell the clerk in the next town about the great experience they had. If that takes three calls, take three calls.

It is also a technical job. You will work with our developers every day. When something breaks, you work out where it lives before anyone else has to.

• Delight clients
• Own the problem from start to finish
• Diagnose, then escalate
• Knowledge base and AI support
• Support and onboarding
• Account care
• Spot opportunity
• Training

Qualifications

• You have done support somewhere known for it.
• Hospitable by nature.
• Technically curious.
• At home with developers.
• High autonomy.
• A clear, warm, precise writer.
• A natural teacher.
• Able to see the whole account.

Requirements

• SaaS support or client success in a role where you worked directly with engineers.
• An issue tracker used daily: Linear preferred, Jira or similar is fine.
• Intercom or similar support tooling.
• Writing or maintaining a knowledge base.
• Nice to have: government or municipal software, WordPress-based websites, AI coding assistants.

Benefits

• Internet stipend
• Gym membership or wellness stipend
• Public holidays for your country of residence, plus 20 paid vacation days

How to apply

• Apply through Workable and answer the question via loom video: "Tell us about a time you went above and beyond for a client or your last company." Be specific.
• Complete the Culture Index survey. We do not process applications without it.
• Interview with our Head of Client Success.
• Paid take home test.
• Conversation with our CTO and founder about working with the development team.
• Offer letter, if selected.

IMPORTANT

Only applications submitted through the proper channel, which is Workable, will be processed. Taking the CultureIndex Survey is a requirement; we will not respond to any applications submitted without this.