About Plots
Plots 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 given cutting 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 SPEEDRUN, 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 Mission
Own 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 KPI’s
<5 minute response time, 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 on objectionable content reports for the platform
First 90 Days
Day 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 host 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 attitude
Compensation, Benefits, Perks
Base Salary
Unlimited PTO
4 days in-office
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