Customer Success Lead

1 month, 2 weeks ago
Full-time
Lead
Customer and Technical Support
Town Web

Town Web

Town Web specializes in creating and hosting user-friendly websites tailored for small and medium-sized municipalities, enhancing the online presence and accessibility of local government information for residents across the United States.

IT Services
1-10
Founded 2007

Description

  • Provide day-to-day guidance to support agents, review complex tickets, and ensure responses are professional, clear, and consistent.
  • Monitor support activity across channels (ticketing system, email, phone), keep queues organized, balance workloads, and ensure timely responses.
  • Assist with escalated or sensitive customer issues and coordinate with the Head of Customer Success to resolve complex situations.
  • Set and maintain high customer experience standards by leading by example in tone, clarity, professionalism, empathy, and problem solving.
  • Identify recurring support trends and drive process improvements in workflows, documentation, and product usability.
  • Maintain and improve Standard Operating Procedures (SOPs), workflows, and the knowledge base so customers and agents can quickly find accurate information.
  • Track and report key support metrics (response time, resolution time, customer satisfaction) and provide leadership with visibility into performance.
  • Promote and support a concierge-level customer experience through proactive assistance and a customer-first mindset.

Requirements

  • 5–10 years of experience in Customer Support (required).
  • At least 3 years in a management role, ideally having led a team of 10 or more (required).
  • Proven record of creating and leading high-performing support teams.
  • Experience handling escalations and coordinating resolution of complex or sensitive customer issues.
  • Experience working in a metrics-driven support environment and tracking metrics like response time, resolution time, and customer satisfaction.
  • Familiarity with support and collaboration tools such as ticketing systems, Slack, ClickUp, Notion, or similar.
  • Previous experience in SaaS or technical support (preferred).
  • Strong written and verbal communication and the ability to model professional, empathetic customer interactions.

Benefits

  • Remote, full-time position.
  • High visibility and ownership of the company’s support function and processes.
  • Opportunity to shape and build a world-class support operation from the ground up.
  • Work with a collaborative, fast-moving team that values quality.
  • Direct access to company owners and an environment that encourages idea-sharing.
  • Opportunity for professional growth and meaningful impact within a mission-driven organization.

Interested in this position?

Apply directly on the company website

Apply Now

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