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Senior Community Specialist

| Greater NYC Area

Meetup’s Customer Support team is a group of community, product, and communication experts serving hundreds of thousands of Meetup organizers, members, and groups all around the world. Meetup is the platform for finding and connecting with people in real life and our Customer Support Specialists are the advocates who transform our member feedback into reality. Together, our team is charged with anticipating users questions before they arise and answering the questions that do arise simply, accurately, and confidently.


We focus on every angle of the member experience including providing support for new organizers, discovering and flagging potential bugs, sharing group and event organizing tips, and explaining and enforcing our terms of service fairly. As a Senior Community Support Specialist you’ll help us keep in touch with our members by email and over social media and provide them with the support they need to get offline and back out to real-life events. 

Responsibilities

  • Craft high-quality, expertly-written, and empathetic responses for customers over email or social media that resolve their concerns and save them time and effort
  • Become a Meetup product expert on all devices and stay up-to-date on all new product releases and other relevant information needed to support the Meetup community
  • Consistently meet or exceed targeted productivity and QA goals
  • Review potential groups submitted by organizers based on our group and event policies and terms of service
  • Accurately problem-solve and escalate reports of new bugs or defects to our Product Support Specialists
  • Attend and participate in daily Support team standups, team trainings, and company all-hands meetings
  • Provide constructive feedback to our external support team and peers on Slack and in person
  • Stay informed on company and department initiatives and actively participate on Slack to serve as a product expert for other Meetup and WeWork teams
  • Classify customer feedback using Zendesk to surface customer insights to product teams
  • Work with peers to create a daily strategy and ensure it is carried out effectively and optimized for efficiency
  • Take on advanced cases that require research using internal tools 
  • Efficiently manage and document a calendar of individual and team initiatives while meeting productivity goals
  • Work with the Support Content team to suggest new or update existing support materials (Email templates, Help Center articles, etc.)

Requirements

  • 2+ years of experience in customer service in email, chat, or phone support
  • Bachelor’s Degree (BA or BS)
  • Excellent written and verbal communication skills
  • Previous experience working with a Customer Relationship Management software (Zendesk, Intercom, Salesforce, etc.)
  • Passion for working with people and solving complex and sensitive customer inquiries
  • Flexible scheduling as needed to meet customer demands

Extra credit if you

  • Are a Meetup organizer or member
  • Have experience working in CSS, HTML, or JavaScript
  • Have experience with Internal knowledge base systems (Confluence)
  • Have a degree in English, Communications, or another relevant field
  • Are fluent in writing in a language other than English
  • Have experience responding to customers over social media
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.

An Insider's view of Meetup

What does your typical day look like?

As an engineer at Meetup, my mission is to build things that help product teams focus on our users and develop our product faster and with better quality. My team mob programs or pair programs by default, which works great for us because it increases code and architecture, knowledge sharing, focus, productivity and team bonding.

Jaclyn Jiménez

Senior Full Stack Engineer

How does the company support your career growth?

I created my own professional development path by participating in the Employee Resource Group and Diversity & Inclusion council. Participating and organizing these company initiatives allowed me to stretch my leadership muscles, understand the value of empathizing with my colleagues, and appreciate the ability to use my voice to influence change.

Lee Upshur

Pro Support Specialist

What's something quirky about your company?

What I enjoy the most about working at Meetup is the people. As a mission driven company with a focus on building community, our community sets a great example. I consider myself incredibly lucky to work amongst such incredible individuals. I feel seen, supported, and empowered to not only be my unique self, but to make the changes I know I can.

Irina Demchenko

Senior Support Specialist

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
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