Customer Success Champion

We are looking to add an exceptional person to the team who will support our goal of providing a 5-star experience for our customers. Why? Because we’re a growing company. We have had a lot of success in the past year. Our business has doubled in the past three years. This growth requires us to hire AMAZING people to join our EXCEPTIONAL team. But here’s the thing. We’re specifically focused on finding folks who can work from our office in Niš. We have our office in Elektronska industrija. Strategically, we’re bringing our support team in-house to work in close proximity to our developers, project managers and sales support personnel. This allows us to provide a 5-star experience for our customers.

About Our Company

Normal companies would use this space to brag about how “cool” and “innovative” they are. They might also list how long they’ve been in business, how many clients they have, or how many locations they have around the world. We’re different. My name is Dustin Overbeck, and I'm the owner of Town Web. I also own HejDev, our amazing office with an EXCEPTIONAL team in Niš. I don’t want to be defined by the metrics that traditional companies use. Heck, only lame people want to work at traditional companies. And you’re not lame, are you? If you were, you wouldn’t have read this far down in the job description. Heh heh… Instead, I look at measuring who we are not by the product or service, but by who works for us. In fact, a company is just a vessel of people working together on a common goal. These people provide a service & solution, which other organizations are willing to spend money on for those services/solutions. And that is exactly why we’re looking to hire EXCEPTIONAL people. Our company provides products and services for US-based clients. And it’s our EXCEPTIONAL people who make a difference.

Are you Exceptional?

• What makes you stand out?
• What are you passionate about?
• Do you have a technical aptitude?
• Are you a problem solver?
• Do you smile often?
• Have an upbeat “can do” attitude?
• Do the people around you find you as an exceptionally positive person?
• Do they find you the one who always helps others out?
• You’ll see that I’ve listed a series of qualities that our company cannot train for. You either “got it” or you “ain’t got it”. We can train you on the tech stuff. You gotta bring everything else.

If this sounds interesting, please apply to join our team!

We're not looking for a specific set of credentials or a polished resume. (As a matter of fact, we don't even look at resumes.) We want to know who you are as a person. What drives you? What makes you unique? We want to hear from you! The company values individuality, creativity, and client success. If you're excited about joining, let us know!

The Role of a Client Success Champion

As a Client Success Champion, you'll be the superhero of our clients' journey with us. Your mission, should you choose to accept it, is to ensure that our clients feel heard, supported, and valued at every step of the way. You'll be their go-to person, their confidant, and their cheerleader. And while you're at it, you'll be adding your own unique flair to our vibrant company culture.

Here's what you'll be doing as a Client Success Champion:

• Answering live phone calls from clients who request technical support
• Building genuine and meaningful relationships with our clients, because you're not just a support rep—you're a trusted partner.
• Using your technical web-knowledge to troubleshoot client issues, answer their questions, and provide guidance that empowers our clients to succeed.
• Collaborating with our talented team to find more creative solutions to challenges. Find ways to continuously improve the client experience.
• Being the voice of our clients within the company, advocating for their needs and ensuring that their feedback is heard and acted upon.
• Celebrating the wins, big and small, because every success story is a testament to the impact we're making together.
• Many of our clients are not very technical, and will want to reach out and call for personal help. You’ll solve their needs by handling the call and providing personal assistance.
• Some clients will want to be trained or retrained on how to use our software. You will provide them with a guided tour of the features.
• As our tech team builds out new features, we would love for you to create a new knowledge base article, or update an existing one.
• Knowledge based articles can also have a video created and uploaded to YouTube.

About this Position

• This will be a working position from the HejDev office, which is in Elektronska Industrija in Niš.
• Working hours would be during 2nd shift: 3pm - 11pm CET
• Optional - In addition to being exceptional we're also looking for somebody who had experience with the technical aspects of WordPress (or any other CMS)

What We Bring to the Table

We're not your average company, and we don't do things the traditional way. We're a quirky, fun-loving bunch with a passion for making a difference. Here's what you can expect when you join our team:

A culture that values individuality, creativity, and authenticity. We believe that every team member brings something special to the table, and we celebrate those differences.

• A supportive and inclusive environment where you can be your true self. We've got your back, and we'll encourage you to spread your wings.
• Opportunities for growth and development, because we're invested in your success. We'll provide you with the tools, resources, and mentorship you need to thrive.
• A sense of purpose and fulfillment, knowing that you're making a positive impact on our clients and our company. Your work matters, and we'll show our appreciation.

Are you Technical?

Your Technical Nice-to-Haves could be:

• CMS Basics (WordPress perhaps?) - Creating/Editing Posts/Pages; Setting Menus and Widgets
• Setting Themes. This would be your daily routine and will include 50% of WordPress work.

We have trained staff to educate you to the point where you can get started immediately, so it is not a mandatory requirement.

Are you Ready to be a Champion?

If you're nodding your head in agreement and feeling a surge of excitement, then you might just be the Client Success Champion we're looking for. We don't care about fancy titles or impressive resumes—what matters to us is who you are as a person. So, if you're ready to embark on an adventure with a company that values people over metrics, and if you're eager to make your mark as an exceptional individual, then we want to hear from you. Let's join forces and create something extraordinary together!

Skills Required:

• Strong customer service mindset - Town Web aims to provide a 5-star experience by ensuring we are able to attend to our customers’ needs in a timely manner, with a proper resolution
• Analytical Skills - Since you will be handling various cases, you must be able to process these questions to provide a correct solution. Most of our customers are non-technical so this skill is a must-have to determine their needs
• Excellent communication skills - Not just in terms of language, but also ensuring communication to customers are aligned to their skills and knowledge. We are a technical company providing services to non-technical customers, so speaking the language is not just the need but also being able to adjust to the customer's pace.
• Pleasant and Patient - You must have the patience to deal with non-technical customers, and be pleasant when you are writing them an email or talking to them on the phone.

How We Will Measure Your Success

Efficiency and happiness is how we want to do it. In order to measure your success in the role, you will be measured on:

• Customer Happiness
• Number of tickets closed satisfactorily
• Number of new knowledge based articles added or updated
• Number of trainings done with clients

Salary

This is a full-time job and it will start at 40 hours per week. Starting salary will be $800 - $1480 net/month depending on prior experience, your soft skills and how quickly you “get it” when fitting into the Town Web culture. (Note that your salary will be paid in RSD, and it will be full time employment through HejDev doo)

Next Steps in the Application Process

• We will be interviewing candidates on a rolling basis.
• If selected for an interview, you'll meet with existing team members for a brief 30-minute cultural fit interview.
• If you pass the cultural fit interview, you’ll be assigned a paid assignment to do on your own.
• If things look good, we'll do another interview and answer any questions you have.
• If you pass this step, and we feel you're a fit, we'll send you an offer letter.

See more about our company and products:

HeyGov: heygov.com
ClerkMinutes: clerkminutes.com
Town Web: townweb.com
HejDev: hejdev.com