Head of Customer Success - Plots : Job Details

About PlotsPlots' primary mission is to facilitate in-person connections at events. Our app makes it easy for users to discover high-quality local experiences and connect with other eventgoers near them.Event hosts are givencutting-edge tools to make an income off organizing events. We're constantly building new ways for people to connect and want to help more of our generation to get together in person.We're backed by a16z, co-founded by two Gen Z builders and Tinder's founding CTO, and we've already helped event hosts make $3M+ in 2024. Join us in building the world's first in-person social network!The Role's MissionOwn and elevate the Plots customer experience by driving retention across our community of event hosts, promoters, and attendees. As the key relationship owner, you will ensure our event hosts have everything they need to thrive. You'll also deliver quick and thorough customer service for event attendees.Key Responsibilities

Optimize host and promoter churn

Keep retention for our revenue-producing hosts above KPIs

Maintain a response time of less than 5 minutes, including weekends and outside of office hours

Collect, track, and report customer feedback & frequency of issues to improve product and marketing

Build and optimize the helpdesk to solve common issues for customers

Investigate objectionable content reports for the platformFirst 90 DaysDay 30 - You'll take ownership of current relationships and get introduced to the processes we currently use.Day 60 - Start building processes and comprehensive documentation of requests. You'll also work cross-collaboratively with other teams and have a deep understanding of our customer's needs.Day 90 - Fundamental changes in product and marketing come from your feedback. You've built processes around basic customer service. You proactively connect hosts to the resources they need to continue to grow. Retention is growing and churn is going down.About You

Experience in Intercom or other customer service tools

2-4 Years B2B & B2C Customer Service

Strong Technical Prowess (using AWS, running scripts, internal tooling)

Multitasker, doesn't get overwhelmed easily, calm under pressure

High agency, curious, and a problem-solver

Superb English & communication skills

Code-switching ability to communicate with all types of customers, including an understanding of Gen-Z slang

Can-do, optimistic attitudeCompensation, Benefits, Perks

Base Salary

Unlimited PTO

4 days in-office #J-18808-Ljbffr