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Meetup is the world's largest network of local groups.
 
New York    Posted: Friday, April 12, 2019
 
   
 
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JOB DETAILS
 

Getting together with real people in real life makes powerful things happen. Side hustles become careers, ideas become movements, & chance encounters become lifelong connections. Meetup brings people together to create thriving communities. Show up. Change lives.

Meetup's Customer Experience team is a diverse, creative group that knows every nook & cranny of Meetup, & they use that knowledge to coach & support Meetup organizers around the world. To keep the Meetup ecosystem humming, the team trades emails with hundreds of community members every day: they answer questions, offer advice, hunt down defects, & reinforce Meetup's Community Guidelines. And in their spare time, they'll craft a Tweet, present community highlights to the entire Meetup team, or share product feedback with one of Meetup's Product Managers.

They're a passionate, busy, & ambitious team, & they need the right leader to help them continue to drive for success.Customer Support Managers ensure daily operational success while planning for future growth.

On any given day, you might:

  • Assess scheduling needs to ensure adequate coverage
  • Create, communicate, & be responsible for developing & executing daily, weekly or monthly operational strategies
  • Train the team on product features & create a strategy to ensure we are prepared to support our customers through any questions about product changes
  • Present the team's strategic goals to Meetup leadership
  • Advise a specialist on a difficult case
  • Directly respond to an escalated customer interaction
  • Drive the creation & adoption of a new tool
  • Lead the daily team standup
  • Meet with a direct report to create a development plan, discuss their performance, or review QA

Customer Support Manager might be the role for you if:

  • You are an experienced leader with at least 3-5 years of experience leading a team of 10+ to successfully provide support, collect product feedback, & coach customers
  • You are extremely detail oriented & savvy in leading a wide variety of projects, some planned & some ad-hoc
  • You inspire greatness, lead with vision & purpose, empower your employees & masterfully weave that vision into even the most mundane daily tasks
  • You provide enriching developmental leadership to both direct reports & teams, & you have the results to prove it
  • You have exceptional training & facilitation skills
  • You not only know how to have tough conversations, but you know they're often the best gift you can give someone. You also know that listening is the most important part of that conversation
  • You are passionate about embodying & creating a team culture of high expectations & personal accountability
  • You are a self-starter who is never content with good enough, & you're always on the lookout for ways to improve efficiency, quality, & scale
  • Youre passionate about the voice of the customer & you know how to pull data together to share that voice
  • Youre a strong collaborator, partnering sideways & up & down to improve the customer experience
  • You not only know how to have tough conversations, but you know they're often the best gift you can give someone. You also know that listening is the most important part of that conversation
  • You are highly skilled in setting priorities & managing your time to achieve whats important
  • Plus if you:Are a Meetup Organizer or Member ORAre experienced working with Zendesk

Our team is bold, supportive, & passionate about bringing people together in real life to create community for everyone. We care about moving fast, real-world change, & building diverse, dynamic teams. You in?

 
 
 
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