Remote Municipal Client Success Champion

Town Web Design; Central (LA); Remote; CAD 55,000 - 90,000; Full time

Benefits offered by this job

Internet stipend

Gym membership or wellness stipend

Public holidays for your country ofres

Job summary

Town Web Design is seeking a client-focused support specialist to own client problems from initial contact to confirmed resolution. You will collaborate with developers to diagnose, reproduce, and ship fixes while building better documentation and product knowledge for the team.

You will mentor others, write troubleshooting guides, and help onboard new clients, ensuring high-value outcomes and a great client experience.

Qualifications

• SaaS client support experience with engineers.
• Ability to write clear help articles and guides.
• Proactive problem-solver who documents issues for developers.

Responsibilities

• Delight clients with personal, unhurried support and clear explanations.
• Own problems from first message to confirmed fix with regular updates.
• Diagnose which product layer an issue resides in before involving a developer.
• Create and improve knowledge base articles and troubleshooting guides.

Skills

Empathy-first support

Clear communication

Technical curiosity

Ownership mindset

Knowledge base writing

Cross-functional collaboration

Tools

Intercom

Linear

Claude

Help center

Screen recording

Zoom

Job description

Town Web Design is seeking a client-focused support specialist to own client problems from initial contact to confirmed resolution. You will collaborate with developers to diagnose, reproduce, and ship fixes while building better documentation and product knowledge for the team.

You will mentor others, write troubleshooting guides, and help onboard new clients, ensuring high-value outcomes and a great client experience.