Customer Success Associate supporting Wordly’s real - time translation platform through technical support and glossary development. Managing customer materials, ticket triage, validation, and consultative guidance.
About the role
- Senior Support Engineer supporting municipal software used by 1,300+ local governments. Diagnosing issues, improving documentation and AI support, and building trusted clerk relationships.
Responsibilities
- Raise the standard for client support and define issue flow from support to developers
- Set standards for replies, calls, and technical write-ups, and coach teammates by example
- Turn fixes into playbooks for the team and Fin
- Own client problems from the first message through confirmed resolution
- Manage account recovery for strained accounts and provide regular updates
- Diagnose which product and technical layer an issue affects before escalation
- Reproduce issues, capture steps with screenshots or recordings, and file complete reports in Linear
- Track open Linear issues, follow up on blocked work, and confirm fixes with clients
- Use Claude with the code repository to trace behaviors and draft small fixes for developer review
- Maintain and improve the help center and troubleshooting guides for Town Web, HeyGov, and ClerkMinutes
- Review and tune Fin’s responses and clarifying questions
- Record short client training videos
- Handle support conversations Fin cannot resolve via Intercom, phone, and video
- Help onboard new clients with the projects team
- Build relationships with assigned accounts and run proactive check-ins
- Use product usage data to identify clients not receiving full value
- Attend clerk conferences and marketing events a few times yearly
- Identify service expansion and renewal opportunities and flag them to sales
- Co-host webinars and training with Product Managers
- Measure success through client experience, issue resolution, reduced recurring tickets, documentation, product improvements, and account growth
Requirements
- Five or more years in technical support or support engineering at a software company, working directly with engineers
- Daily use of an issue tracker; Linear preferred, Jira or similar acceptable
- Intercom or similar support tooling, including work with an AI support agent
- Experience writing a knowledge base relied upon by others
- AI tools such as Claude already part of daily work
- Able to travel within the US a few times a year
- Government or municipal software experience is nice to have
- WordPress-based website experience is nice to have
- Hospitality or other service-first work is nice to have
- Apply through Workable, answer two short written questions, and record a two-minute Loom video
- Complete the Culture Index survey; only candidates who complete it are reviewed
- Complete interviews with the Head of Client Success, CTO, and founder
- Complete a short role-play call and a paid take-home exercise
Benefits
- 20 paid vacation days, plus public holidays for your country of residence
- Fully remote, working Central US hours
- Internet stipend
- Gym membership or wellness stipend
- We cover all travel & lodging expenses for clerk conferences and marketing events
- Paid take-home exercise
- We do not offer a health plan or a 401(k) today
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