Job Information
Tripleseat Customer Support Specialist - Floor Plans in United States
For Hospitality, By Hospitality.
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.
If you are enthusiastic about hospitality and want to be a part of an innovative and cutting-edge solution, it’s time to join us in our mission to revolutionize the industry here at Tripleseat!
The Customer Support Specialist - Floor Plans will be the face and voice of customer interaction for our innovative Floor Plans product (formerly Merri) at Tripleseat. This role involves providing exceptional support and service to event planners, venues, and vendors, ensuring they maximize the value of our Floor Plans tool. The ideal candidate will manage communications across multiple channels (including email, live chat and SMS), assist with troubleshooting, and collaborate with various teams to provide a seamless customer experience. This position is critical in maintaining customer satisfaction and driving the continuous improvement of our Floor Plans product.
Location: This position is open to remote candidates who are eligible to work in the United States. The role follows Eastern Standard Time (EST) business hours. A hybrid work schedule will be offered if the ideal candidate is based near our Concord, MA office.
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 quarterly in-office visits.
Core Responsibilities
Customer Interaction: Serve as the primary point of contact for customers using the Floor Plans product, handling inquiries and service requests and providing initial product information.
Support Channels Management: Monitor and respond to customer inquiries via email, live chat, voice, SMS, and other support channels.
Training & Education: Lead customer demos, conduct training sessions, and host webinars to ensure customers are well-versed in using the Floor Plans product.
Content Creation: Contribute to the development of educational materials, including knowledge base articles, newsletters, and onboarding emails, to support customer self-service.
Request Management: Oversee and manage the pipeline for custom item and venue requests within the Floor Plans tool, ensuring timely and accurate production.
Product Feedback & Reporting: Track customer feedback, monitor planner NPS scores, and compile monthly metrics to inform product improvements and enhance the customer experience.
Billing & Administration: You will handle billing inquiries, manage subscriptions, process refunds, and facilitate the manual charging of custom 3D items.
Knowledge, Skills, and Abilities Required
Customer Service Expertise: 3-4 years of experience in customer service, ideally within a SaaS/Cloud-based environment, with a strong focus on providing support for software tools.
Technical Proficiency: Familiarity with tools like Airtable, CRM systems such as Hubspot, and customer support platforms such as Zendesk or similar.
Communication & Training: Ability to clearly and effectively communicate complex technical information to customers, both in writing and verbally, and conduct engaging training sessions.
Request Management: Strong organizational skills to manage custom requests and ensure they are processed efficiently and accurately with our Development team and/or our 3D modeling team.
Product Knowledge: Develop a deep understanding of Tripleseat’s Floor Plans product to provide expert advice and troubleshoot customer issues effectively.
Collaboration: Ability to work closely with internal teams, including product development and our international design and support team to ensure a cohesive support experience for customers.
Preferred Experience
Experience in the event management or hospitality industry.
Experience in supporting small/medium businesses in a SAAS environment
Background in training or instructional design.
Experience in billing, invoicing, or handling financial transactions.
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.