Location: New York,NY, USA
About POSH
Humans are fundamentally social creatures, but the largest social companies today have evolved into purely digital content providers, exacerbating the isolation, loneliness, and mental health challenges plaguing our society. POSH enables anyone to become event organizers and build community around their followings, bringing people together in-person to cultivate real-world human connection. Founded by event enthusiasts and college dropouts, we've built the ultimate set of tools for creating, marketing, and selling tickets to live experiences.
In just three years, POSH has grown to a team of 40, expanded our user base to 3M+, secured $31M in venture funding, and facilitated over $100M in transactions.
About The Role
Premium Support is at the center of our industry-defining approach to white-glove event organizer support. This role requires exceptional communication skills, the ability to manage multi-channel support workflows, and a strategic mindset, keen for iteration. As Premium Support Specialist, you will work cross-functionally with Customer Success, Engineering, and Product to report & optimize key Support KPIs, manage the relationship with our BPO team, and update knowledgebase content in line with product updates - all to accomplish one goal; ensure the highest quality of support the event industry has ever seen.
At a high level, you'll be in charge of
* White-Glove Support: Deliver top-tier, personalized support to high-value organizers via group chats, emails, and other channels.
* CSM Collaboration: Assist CSMs in providing exceptional service by managing group chats that address both technical and general support needs.
* BPO Team Management: Serve as the primary point of contact for the BPO support team, handling daily communications and managing Slack channels for updates and support needs.
* Support Escalations: Own and resolve escalations from the BPO team, ensuring that issues are addressed promptly and effectively.
* Knowledgebase Management: Own, manage, and update all knowledgebase articles, ensuring that new feature releases are communicated in advance to support teams and reflected in both internal and external documentation.
* Reporting and Analytics: Manage support reporting, identify key performance indicators (KPIs), and improve metrics that drive the growth and scalability of the support team.
* Process Optimization: Continuously identify opportunities to streamline and improve support processes, enhancing efficiency and service quality.
Our ideal candidate
* Has 5+ years of experience in customer support, with at least 3 years in a leadership or senior support role.
* Has proven experience providing white-glove support to high-value customers. Experience managing support teams, including BPO partnerships, is highly preferred.
* Has exceptional communication and interpersonal skills, with the ability to engage effectively with both high-value customers and internal teams.
* Hs strong organizational skills, with the ability to manage multiple tasks and priorities simultaneously.
* Is proficient in support tools such as Intercom, Zendesk, Slack, Zapier, Notion, Canny, Linear and CRM platforms.
* Displays an analytical mindset with experience in reporting, KPI tracking, and process optimization.
* Has an in-depth understanding of customer support best practices and white-glove service standards.
* Has familiarity with knowledgebase management and documentation best practices.
* Is able to work independently, while also being a strong team player.
* Bonus: Has experience and/or a passion for live experiences as an organizer, affiliate, or frequent fan.
Compensation
* Salary: $80,000-$90,000
* Competitive Equity Package
* Health & Dental Insurance
* Equinox Membership
* Unlimited PTO
* Team Events, Dinners, & Offsites, Free Event Tickets to Dope Shows
* New Macbook
* Daily Uber Eats Credit
Relocation - This job is strictly in-person. Relocation bonuses are available for out-of-state candidates.
At POSH, we're not just looking for someone to fill a role but for someone ready to contribute to our mission and shape our company's future. We believe in learning and growing together. So, even if your experience doesn't align perfectly with all the points outlined in the job description, we encourage you to apply. You might be the exact talent we're looking for.