Premium Support Specialist

We are all social creatures, but the dominant “social” companies today have evolved into digital loneliness machines, driving isolation, anxiety, and mental health challenges across our lives.

Human connection is lost. Posh is a beacon guiding us back.

Posh enables anyone to become an event organizer, build a community around their followers, and bring people together in person to cultivate real-world human connections. Founded by event enthusiasts and college dropouts, we’ve built the ultimate tools for creating, marketing, and monetizing in-person communities globally. In just three years, Posh has grown to a team of 60, expanded to 5M+ users, secured $31M in venture funding, and facilitated over $200M in transactions. We've achieved more than teams ten times our size in a tenth of the time—and there's so much more to come.

The Premium Support Specialist (PSP) is at the center of our industry-defining approach to white-glove event organizer support. This role requires exceptional communication skills, the ability to manage multi-channel support workflows and a strategic mindset that’s keen for scalability and iteration. As a Premium Support Specialist, you will report to the Support Lead and work cross-functionally with Customer Success, Engineering and Product to report & optimize key Support KPIs, manage the relationship with our BPO team and update Knowledge Base 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 Success Managers 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.

• Knowledge Base Management: Keep updated our Knowledge Base articles and proactively document new feature releases so that organizers, attendees and our Support team is up-to-date on the latest Posh features.

• Reporting and Analytics: Manage support reporting, identify key performance indicators (KPIs) and improve metrics that drive the growth and scalability of the support team and positively impact the business at large.

• Process Optimization: Continuously identify opportunities to streamline and improve support processes, enhancing efficiency and service quality.

• Has 5+ years of experience in customer support, with at least 3 years in a senior support role at a fast growing startup.

• Customer-Centric Mindset: You are passionate about delivering value to customers, solving problems and have a deep understanding of how to foster strong, long-lasting relationships. You can translate complex data insights into actionable strategies that benefit the customer and the company.

• White-Glove Experience: Has proven experience providing white-glove support to high-value customers. Experience with BPO partnerships is highly preferred.

• Technical Proficiency: Is proficient in tools such as Intercom, Slack, Zapier, Notion, Linear and CRM platforms.

• Communication Skills: Has exceptional communication and interpersonal skills, with the ability to engage effectively with both high-value customers and internal teams. You excel at communicating with customers and internal teams, conveying complex information clearly and effectively.

• Process-Oriented: You have experience developing and optimizing processes that enhance the efficiency of support operations. You understand how to scale operations in a high-growth, startup environment.

• Bias for Action: You can identify potential issues before they escalate and take proactive measures to address them. Your approach ensures that customers remain satisfied and engaged with the Posh platform.

Posh provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Posh is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. Please let us know if you need assistance or accommodation due to a disability