Project Coordinator II
AstreyaCoordinate technology projects, ticket workflows, schedules, and reporting for regional teams in the Philippines. Support project managers with stakeholder follow-up, performance metrics, and issue resolution.
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Town Web Америка Құрама Штаттарындағы муниципалитеттер мен жергілікті билік органдарына арналған веб-сайттарды жобалап, әзірлейді. 16 жылдан астам тәжірибесі бар және 42 штатта 800-ден астам муниципалдық веб-сайтты іске қосқан компания қала хатшылары мен әкімшілеріне ашық ақпаратты интернетте басқаруға көмектесетін қолжетімді әрі мобильді құрылғыларға бейімделген платформаларға назар аударады. Оның қызметтеріне бірегей веб-сайт дизайны, ADA 508 талаптарына сәйкес келетін шешімдер, онлайн төлемдер, файлдарды басқару және SSL арқылы қорғалған сайттар кіреді. Бұл қызметтер тұрақты клиенттерді қолдау және әр үш жыл сайын жоспарлы түрде қайта дизайн жасау арқылы толықтырылады.
Remote Client Success Specialist at Town Web
Support municipal clerks using website, forms, payments, and meeting-minutes software. Resolve technical issues, strengthen documentation, and manage ongoing client relationships.
Сипаттама
- Create warm, personal, and unhurried client interactions
- Step in when Fin or existing documentation cannot resolve a client issue
- Own each client problem from the initial message through verified resolution
- Lead account recovery for at-risk accounts through calls, action plans, timelines, and follow-through
- Identify the relevant product and technical layer before escalating an issue
- Reproduce problems, document steps with screenshots or recordings, and file actionable Linear bugs
- Track open Linear issues, remove blockers, and validate completed fixes with clients
- Use Claude and the code repository to investigate product behavior and propose small fixes for developer review
- Maintain and enhance the help centers for Town Web, HeyGov, and ClerkMinutes
- Create troubleshooting content and improve Fin’s AI-agent responses
- Produce concise client training videos
- Manage support conversations that Fin cannot resolve
- Assist the projects team with client onboarding
- Develop proactive relationships with assigned municipal accounts
- Conduct recurring account reviews and use usage data to uncover unrealized value
- Explain unused services and identify expansion and renewal opportunities for sales
- Help clients become proficient with the products
- Co-host product webinars and training sessions with Product Managers
Талаптар
- Work remotely during Central US hours
- Demonstrated support experience in a high-quality service organization; Basecamp-level standards are preferred
- Experience in SaaS support or client success with direct collaboration with engineers
- Daily experience with an issue tracker; Linear is preferred, while Jira or a similar tool is acceptable
- Experience using Intercom or comparable support software
- Experience creating or maintaining knowledge-base content
- Experience with an AI support agent is a plus
- Technical curiosity, including the ability to read errors, use browser developer tools, and investigate behavior with Claude
- Ability to write complete bug reports and collaborate effectively with developers
- Highly autonomous and accountable approach to work
- Warm, clear, and precise written communication
- Patiently explain products to less technical users
- Ability to manage complete client accounts rather than individual tickets alone
- Comfort working across multiple products and brands
- Comfort working in a lean, documentation-focused team
- Proactive approach to account management
- Government or municipal software experience is a plus
- Experience with WordPress-based websites is a plus
- Experience with AI coding assistants is a plus
- Apply through Workable
- Complete the Culture Index survey; applications without it will not be processed
- Submit a Loom video answering the specified client-service question
Артықшылықтар
- Internet stipend
- Gym membership or wellness stipend
- Public holidays observed in your country of residence
- 20 paid vacation days
- Paid take-home test
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