Tripleseat is the leading web-based event management and sales platform designed for restaurants, hotels, and unique venues. Our mission is to simplify and streamline the event planning process, allowing our clients to focus on delivering exceptional customer experiences. We pride ourselves on fostering a collaborative, innovative work environment that encourages growth and development.

As a Customer Success Manager on the Tripleseat EventUp Planner Customer Success Team, you will be instrumental in ensuring the success of our customers by delivering timely and accurate solutions for their needs on the Tripleseat EventUp Planner platform. You will handle various customer inquiries, from platform education to technical troubleshooting, always prioritizing swift and thorough resolutions. Working closely with Customer Success, Sales, and the Product team, you will help maintain high levels of customer satisfaction and retention while contributing to continuously enhancing our support processes and resources.

Location: This position is open to remote candidates eligible to work in the United States. If the ideal candidate is based near our Concord, MA office, a hybrid work schedule will be offered.

Travel Expectations: If the ideal candidate is located outside the Concord, MA area, they will be required to complete initial onboarding at our Concord, MA office, followed by occasional in-office visits and travel for company events.

Core Responsibilities: 

• Provide fast and professional customer support through in-app, email, and occasional phone interactions, ensuring timely and comprehensive solutions.

• Solve Tier 1 and Tier 2 customer issues on the EventUp Planner platform, escalating more complex problems to the development team when necessary.

• Collaborate with Customer Success Managers to guarantee a seamless transition from onboarding to ongoing support, strengthening customer relationships.

• Utilize support tools like Zendesk and HubSpot to effectively manage and resolve customer inquiries.

• Draft and update customer support documentation, ensuring it remains comprehensive and easily accessible.

• Work with the Product team to resolve crucial customer issues through bug fixes and feature updates, offering input into the EventUp Planner product roadmap.

• Build and refine customer support analytics to monitor response times, identify common issues, and track overall support effectiveness.

• Continuously recommend and implement improvements to support processes to increase scalability and service quality.

• Other related duties as assigned.

Knowledge, Skills, and Abilities Required:

• Customer Focus: Demonstrated ability to provide fast, courteous, and professional service, ensuring customer satisfaction with quick and accurate problem resolutions.

• Technical Problem-Solving: Strong background in troubleshooting web-based software with the capability to explain technical issues to non-technical users.

• Platform Expertise: Proficiency with support tools such as Intercom, LogRocket, and HubSpot, and learning new systems quickly.

• Collaboration: Experience working across teams such as Customer Success, Product, and Engineering to address and resolve customer issues.

• Communication: Excellent written and verbal communication skills, crucial for providing detailed solutions and maintaining customer-facing documentation.

• Process Improvement: Analytical and structured approach to improving support resources, tools, and processes for scalability.

• Values Alignment: A customer-focused attitude and the ability to build rapport across teams.

Preferred Experience:

• 3+ years in customer support, preferably within a SaaS or cloud-based solution environment.

• Experience with web technologies such as HTML, CSS, and JavaScript.

• Familiarity with analytics tools to measure success metrics within a customer support function.

• A proven track record of success in client-facing roles focused on delivering quick and thorough solutions.

Tripleseat truly values its employees and places a high emphasis on their well-being and happiness. We understand that our people are the driving force behind its success and strive to create a positive and supportive work environment. We love what we do and who we get to do it with! Here are some of the awesome benefits that Tripleseat offers to its employees:

• Competitive Medical, Dental, and Vision Insurance: Tripleseat provides its employees with comprehensive medical, dental, and vision insurance coverage, ensuring that their health and well-being are taken care of.

• Company Paid Life Insurance, Short- and Long-Term Disability Plans: Tripleseat takes care of its employees by providing them with life insurance coverage, as well as short and long-term disability plans to protect them in case of unforeseen circumstances.

• 401(k) with Company Match: Tripleseat offers a 401(k) retirement plan to its employees, and also provides a company match, helping employees save for their future and plan for retirement.

• Parental Leave: Tripleseat understands the importance of work-life balance and offers parental leave to employees who become parents through birth, adoption, or foster care, allowing them to bond with their new family members without worrying about their job security.

• Flexible Paid Time Off: Tripleseat believes in the importance of work-life harmony and offers flexible paid time off to its employees, giving them the flexibility to take time off when needed and maintain a healthy work-life balance.

• Pet Insurance: Tripleseat recognizes the importance of pets in employees' lives and offers pet insurance to help them take care of their furry friends and ensure their well-being.

At Tripleseat, we place a high value on our employees' well-being and happiness, recognizing that they are the driving force behind our success. We are committed to fostering a positive and supportive work environment. We take pride in our work and the collaborative spirit of our team We are proud to be an equal-opportunity employer, not discriminating based on race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information. We are dedicated to fostering a culture of inclusion, diversity, and equity. Tripleseat empowers all team members to realize their full potential. Everyone Valued – Everyone Included.