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 build thriving communities. Show up. Change lives.

As the Associate Manager of Product Support, you will lead a team of Community Specialists (within HQ and our offshore teams) who are focused on supporting Meetup users globally.  You’ll be particularly focused on interactions with members and organizers who report defects across our various platforms through our various channels. You will be responsible for the team’s daily performance, company contributions, professional development, culture, and ensure daily operational success while planning for future growth.  

You will also work closely with ComX and Product leadership to ensure all stakeholders are aware of the details of all defects on the platform, specifically which part of the product is affected  and the impact on the customer experience. You’ll report on key metrics for all defects like the number of reports, the estimated % of daily traffic and revenue impacted by the issue, as well as any other relevant information.   

This role is a balance of people and project management. You’re a good fit if you are a supportive and inspirational leader with up to 1 year of management experience in operations, analytics, project management, queue management and customer support.

What you’ll get to do:  

• Managing a team of 3-6 specialists and senior specialists to successfully provide support, collect product feedback, and respond to Meetup members who need help
• Leading the team with vision and purpose, always connecting your specialists to the larger company vision
• Creating and embodying a team culture of high expectations and personal accountability
• Scaling team workflows as we grow, with an eye and emphasis on constant improvements around quality and efficiency
• Working closely with product managers and product team leaders to help them understand current product defects and their impact.
• Providing recommendations for Meetup’s community support processes, policies, and product improvements as it relates to product defects and improvements
• Analyzing customer satisfaction and effort trends and assist in building team behaviors that increase satisfaction and reduce customer effort
• Holding the team accountable to daily, weekly and monthly metrics of individual and team success
• Assisting the team in defining priorities and time management
• Providing consistent and enriching developmental leadership to direct reports
• Holding direct reports accountable to expectations of role through performance management
• Providing direct and candid feedback to reports regularly. Holding their team accountable to daily, weekly and monthly metrics of individual and team success.
• Demonstrates ownership over work & projects 
• Managing through ambiguity
• Confidently interacts & takes action with people from other teams
• Develops and refines effective management style

What makes you perfect for this role:

• Effective, responsible and inspirational team leader
• Adept at creating and maintaining a positive service team culture
• Demonstrates emotional intelligence and candor when working with direct reports, peers and other managers
• Exceptional troubleshooting skills
• Provides clear and effective coaching and empowers direct reports to fully own their performance and fulfill their potential
• Leans into challenges that offer the potential to create large impact
• Excellent problem solving and analytical skills
• Strong communication and presentation skills
• Ability to thrive in cross-functional teams
• Strong attention to detail
• Strong customer focus

You’re our ideal team member if you have: 

• 1+ years experience being responsible for the professional development and performance of 4-6+ employees 
• Education requirements (BA)
• 1+ years of experience with a CRM
• Meetup Organizer or Member experience preferred
• Experience with Zendesk preferred

To be successful in this role:

• Play an instrumental part in achieving the objectives and key results laid out for the ComX Support Team at Meetup 
• Ensure team members are meeting or exceeding expectations of their roles
• Defining and executing strategies to reduce customer effort and increase brand loyalty for our customers  

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