Foursquare is the leading independent location technology and data cloud platform dedicated to building meaningful bridges between digital spaces and physical places. Our proprietary technology unlocks the most accurate, trustworthy location data in the world, empowering businesses to answer key questions, uncover hidden insights, improve customer experiences, and achieve better business outcomes. A pioneer of the geo-location space, Foursquare’s location tech stack is being utilized by the world’s largest enterprises and most recognizable brands.
About the role:
As the manager of the Consumer Support team you will hire, train and manage a team of support associates responsible for creating a positive brand association for users, super users and business owners with Foursquare’s consumer apps (Swarm, CityGuide and Rewards). You will work with the team as a hands-on manager - helping resolve user issues yourself and able to identify friction points and drive solutions that enable your team to solve users requests more quickly and effectively. You have worked in a support role and understand how to measure individual and team performance as well as how to summarize trends and keep Product and Engineering teams informed of recurring support issues.
In this role, you'll:
- Hire, train and manage a team of support associates
- Define and implement strategies to prioritize and assign support requests according to urgency and other factors
- Define metrics to assess individual and team performance, and to inform resource allocation
- Administer community and support platforms, optimizing setups to make it easy for users to engage and get support from Foursquare
- Escalate product issues and work with product and engineering on resolution
- Monitor social media and community spaces and engage with users and business owners to answer questions and provide support
- Respond to support requests - keeping users informed and managing expectations appropriately
- Assist with new business on-boarding
- Curate and vet popular venues in our database to help ensure users have access to highly-personalized recommendations
- Review our Consumer apps for user-generated content to remove offensive and inappropriate material
What you'll need:
- 3+ years of people management experience (including hiring)
- 3+ years in a customer service role or similar function
- Demonstrate ability to prioritize and make trade-off decisions
- Demonstrate experience defining, building and maintaining reports
- Demonstrate an ability to reproduce and troubleshoot issues reported by users
- Excellent verbal and written communication skills
- Strong work ethic and acute attention to detail
- Efficient and effective online research skills
- A passionate Foursquare and/or Swarm user
- 1+ years experience with Jira Service Desk or similar, Databricks, Sprout Social, SQL
Foursquare is proud to foster an inclusive environment that is free from discrimination. We strongly believe in order to build the best products, we need a diversity of perspectives and backgrounds. This leads to a more delightful experience for our users and team members. We value listening to every voice and we encourage everyone to come to be a part of building a company and products we love.
Foursquare is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.