Customer Support Lead, Workplace

Convene is an Equal Employment Opportunity Employer and we believe that diverse teams are the best teams. We live our values of GRIT (Genuine, Relentless, Integrity & Teamwork) and strive to create an inclusive and equitable workplace where everyone can be their true selves, where we all show up for each other. 

In line with our goal to be 1% better every day, we are committed to listening, learning, growing and improving.  We welcome applicants from all backgrounds, experiences, abilities and perspectives to join us on this journey.

What You’ll Do:

CUSTOMER SUPPORT LEAD (WORKPLACE)

We’re seeking a Customer Support Lead to join our Customer Support Team. The Customer Support Lead
will report directly to the WorkPlace Customer Support Manager.

The Customer Support Lead will be responsible for day-to-day WorkPlace customer
support. The Customer Support Lead will work cross functionally to assist members globally. This
individual will deliver customer experiences that are on brand with Convene’s hospitality standards.

● Consistently monitor multiple ZenDesk queues while managing other responsibilities
● Elevate the member experience utilizing critical and creative thinking to problem solve
● Prioritize incoming tickets based on urgency
● Triage tickets and incoming requests form members and colleagues through appropriate
channels
● Understand member needs and attempt to resolve before escalating cross functionally
● Reply to all tickets in a timely manner per department metrics
● Maintain clear communication regarding status and resolution for entirety of each ticket cycle
● Embrace ownership of each ticket with extreme attention to detail
● Offer preliminary troubleshooting steps for often unique and nuanced issues
● Multitask and navigate through multiple systems
● Manage tasks per evolving business needs and priorities
● Gather and provide Customer Support Manager with member and systems feedback to help
shape future processes and support strategies
● Audit macros, FAQ articles, and other relevant copy for readability, clarity, and consistency
● Educate members and internal stakeholders on best practices backed by product standards
● Maintain cross functional relationships to effectively resolve member inquiries
● Become an expert on Convene, specifically our WorkPlace Product

What We Look For:

● 5+ years experience in customer support and/or hospitality
● Ability to authentically communicate utilizing Convene’s voice
● A deep appreciation and enthusiasm for assisting others
● Strong sense of urgency and self-discipline
● Intrinsically motivated to simplify complexities
● Tenacious desire to resourcefully problem solve
● Natural ability to thrive in ambiguity
● Work and thrive in a team environment with an energized and positive demeanor
● Requires a friendly, patient, helpful, professional, and hospitable attitude and the ability to
project that attitude through text-based interactions
● Willing to wear multiple hats and able to pivot roles and responsibilities as the position requires.
● Active learner willing to commit to a path of constant professional and personal improvement.● Excellent written communication required
● Experience working cross functionally
● Experience with Google Suite productivity applications
● Hands-on experience working in a fast-paced startup-like environment
● Salesforce and ZenDesk experience in multiple roles strongly preferred
● Advanced typing skills in both speed and accuracy
● Reliable internet connection and quiet working environment in the home

Who We Are:

Convene is the leading provider of premium meeting and workday experiences with a global network of venues and flexible office locations. Combining design, technology, and hospitality to elevate today’s modern work experience, Convene creates the spaces and experiences that help teams succeed. With Studio, an all-in-one solution for digitally-enabled events, and 23 locations across the U.S. & London including meeting spaces and flexible workplaces, Convene creates your best day at work, wherever it happens. The company has been named one of America’s 100 Most Promising Companies by Forbes and a Best Workplace by both Inc. and Fortune Magazine.

We’re Here For You: 

At Convene, you’ll receive:

• Excellent health coverage for you and your family starting day one
• Medical and insurance navigation support through Eden Health
• Flexible vacation time plus time off for your birthday
• Two business closures per year to allow all employees to unplug and recharge 
• 401K plan with company matching
• Professional development support 
• Access to healthy meals and snacks at work (when in the office) 
• A chance to be part of a dynamic, growing team 
• The opportunity to have a significant impact on your team and the business in the work that you do 
• A culture of GRIT (Genuine, Relentless, Integrity and Teamwork)

#LI-JB1