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