Oh Snap!
This job is no longer active - but you can still view the details below.

Customer Support Manager

| Greater NYC Area

Getting together with real people in real life makes powerful things happen. Side hustles become careers, ideas become movements, and 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 and cranny of Meetup, and they use that knowledge to coach and 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, and 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, and ambitious team, and 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, and be responsible for developing and executing daily, weekly or monthly operational strategies
  • Train the team on product features and 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 and 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, and coach customers
  • You are extremely detail oriented and savvy in leading a wide variety of projects, some planned and some ad-hoc
  • You inspire greatness, lead with vision and purpose, empower your employees and masterfully weave that vision into even the most mundane daily tasks
  • You provide enriching developmental leadership to both direct reports and teams, and you have the results to prove it
  • You have exceptional training and 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 and creating a team culture of high expectations and personal accountability
  • You are a self-starter who is never content with good enough, and you're always on the lookout for ways to improve efficiency, quality, and scale
  • You’re passionate about the voice of the customer and you know how to pull data together to share that voice
  • You’re a strong collaborator, partnering sideways and up and 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 and managing your time to achieve what’s important
  • Plus if you: Are a Meetup Organizer or Member OR Are experienced working with Zendesk

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

Read Full Job Description

Technology we use

  • Engineering
  • Product
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • ScalaLanguages
    • SqlLanguages
    • SwiftLanguages
    • SwiftLanguages
    • React/ReduxLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • SparkFrameworks
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • BalsamiqDesign
    • IllustratorDesign
    • PhotoshopDesign
    • JIRAManagement
    • TrelloManagement

Location

Meetup is in the vibrant and trendy SoHo neighborhood. Just steps away from the BDFM6 and a short hop and skip to the NQRW.

What are Meetup Perks + Benefits

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
More Jobs at Meetup20 open jobs
All Jobs
Data + Analytics
Design + UX
Dev + Engineer
HR
Marketing
Operations
Content
Operations
new
New York
Marketing
new
New York
Developer
new
New York
Developer
new
New York
Data + Analytics
new
New York
Developer
new
New York
Developer
new
New York
Content
new
New York
Design + UX
new
New York
Data + Analytics
new
New York
Data + Analytics
new
New York
Data + Analytics
new
New York