Premium Support Specialist, POSH
$80-90k
+ equity
More information about location
Brand scaling event services
Be an early applicant
Brand scaling event services
101-200 employees
Be an early applicant
$80-90k
+ equity
More information about location
101-200 employees
Company mission
To build the ultimate tools for creating, marketing, and monetising in-person communities globally.
Role
Who you are
- This role requires exceptional communication skills, the ability to manage multi-channel support workflows, and a strategic mindset, keen for iteration
- 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
What the job involves
- 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
- 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 take
Events offer a unique chance for brand audiences to engage directly with the brand, experiencing products and brand personality firsthand. They also serve as powerful lead generation tools. POSH is an event management and ticketing platform designed to empower anyone to host and organize events, emphasising human interactions through in-person gatherings.
The platform hosts a vast selection of user-friendly tools allowing event organizers to create personalized event pages, employ integrated marketing strategies, and access detailed analytics. These tools have attracted customers for events of all sizes.
Founded by two NYU "dropouts", the platform has rapidly expanded, now serving over 2 million users and processing more than $80 million in transactions. With a recent large round in venture funding, POSH plans to continue enhancing its platform with new features and improved user experiences, positioning itself as a leader in the event planning industry.
Steph
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
Company
Funding (last 2 of 5 rounds)
Jul 2024
$22m
SERIES A
Dec 2023
$4m
EARLY VC
Total funding: $32.2m
Company benefits
- Health & Dental Insurance
- Equinox Membership
- Unlimited PTO
- Team Events, Dinners, & Offsites, Free Event Tickets to Dope Shows
- New Macbook
- Daily Uber Eats Credit
Company HQ
SoHo, New York, NY
Leadership
Avante Price
(CEO)Was also CEO & Co-Founder of ChoreBug. Studied Business Administrations at New York University then dropped out to build POSH.
Eli Taylor-Lemire
(CPO)Previously worked as Co-Founder and Chief Technology Officer at Stumped and was also Managing Partner for Uplink Creative LLC.
Salary benchmarks
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