Town Web

Customer Success Lead

Town Web

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Senior

About the role

  • 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).
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer supportteam managementperformance reportingprocess improvementdocumentation maintenanceSOP developmentworkflow optimizationticketing system managementcustomer satisfaction trackingescalation management
Soft Skills
leadershipcommunicationproblem-solvingorganizational skillscustomer-first mindsetprofessionalismclarityproactive assistanceteam coordinationinterpersonal skills