Director of Customer Experience

| 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 members around the world. To keep the Meetup ecosystem humming, the team trades more than 18,000 emails with members each month: they answer questions, offer advice, hunt down defects, and reinforce Meetup's Community Guidelines. They welcome new Meetup groups to the platform, assess trust and safety reports, and act as the voice of the Meetup customer within the company.

They're a large, passionate, and ambitious team, and they need a dynamic leader to help shape the future of Meetup’s Customer Experience and drive Meetup’s customer loyalty.

What you’ll get to do in this role:

  • Lead our Support, Policy and Integrity teams
  • Define and execute the vision for ensuring that people around the world get problem-solving support, organizers get coaching on how to run great Meetups
  • Be the voice of the customer which informs product creation
  • Maintain and scale relationships with external vendors
  • Work across teams to build tools to minimize customer effort
  • Test innovative tactics to support customers at key moments in their Meetup journey to further drive results

What we’re looking for:

  • 5+ years leading large (30+), customer-facing teams
  • A passion for Meetup and its mission
  • Unyielding customer focus experience
  • Experience scaling operations to support users during high growth periods
  • Background in creating and/or enforcing complex policy
  • Excitement about driving change and inspiring the people who work for you
  • Strong strategic, quantitative, written, and interpersonal skills
  • Experience working across teams to drive customer-facing results

If your experience fits some but not all of what’s listed, we’d still love to hear from you!

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?

Disclosure: Meetup cares about your privacy. We are committed to maintaining your trust by protecting and processing your Personal Information that you provide to us in accordance with our Employee Privacy Policy. Please take a moment to review our Employee Privacy Policy before submitting your application.

By submitting your application, you acknowledge that you have read and understood the Employee Privacy Policy.

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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.
632 Broadway, New York, NY 10012

What are Meetup Perks + Benefits

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

Additional Perks + Benefits

Meetup offers a generous health plan, including paid deductibles and One Medical access. Each employee is eligible for 3+ weeks of vacation, Summer Fridays, and up to 16 weeks paid parental leave + transition leave. Each Tuesday, Meetup caters breakfast for the team, and we host weekly rooftop BBQs in the summer months. As part of the WeWork family, we also get to participate in the annual Summer Conference and Global Conference.

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