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Splice // cloud platform for music creation, collaboration & sharing
 
New York City, United States    Posted: Saturday, March 27, 2021
 
   
 
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JOB DETAILS
 

Passionate about music & want to empower music creators to achieve their goals? Are you customer-centric & solution oriented with a desire to deliver amazing service? If so, wed like to talk to you!

Why Splice? 

As advocates for artists everywhere, were building a creative ecosystem for music producers. With this ecosystem, were cultivating a global community of creators that fosters inspiration, connection, focus, & growth.

Our work environment is no different. We encourage inclusion, collaboration, big ideas, helping where we can & asking for assistance when we need it. We aim for steady, measured expansion through experimentation & iteration. We encourage optimism, respect, accountability, & transparency in the workplace. Were trailblazers who arent afraid to stumble, because every stumble offers an opportunity to continuously improve our processes, products, strategies, & even ourselves.

We dont just hire people who mirror our culture. We hire people who add to it.

What Youll Do? 

  • Lead a team of distributed (remote) Customer Experience Agents to be the first line of support for customers, including delivery of excellent customer support with on-brand messaging.
  • Training, developing, & supporting the CX team to a standard of excellence, including but not limited to routine ticket & chat QA to identify areas of strength & improvement.
  • Maintain & improve the escalation processes for customer inquiries to customer experience specialists.
  • Establish a customer-first culture, be a key point of contact for customer issues while ensuring all compliance & company policies are met.
  • Assist customer experience team with customer-driven feedback to continuously evolve
  • Keep Zendesk, the central hub for all customer support, neat, tidy, & running efficiently.
  • Create healthy work environments by implementing & maintaining open lines of communication, work systems, & team procedures.
  • Work with the Director of Customer Experience to help with the teams development & career management: setting performance expectations, career planning, performance reviews, managing low performers, promotions, & terminations.
  • Recruit, hire, & onboard high-performing team members that drive consistent operational excellence & foster a collaborative & positive team environment.

What Were Looking For?

  • You share our vision.
  • You demonstrate accountability for your actions & are accountable for the output of the team.        
  • You have a background in data capture & report consolidation & should have an understanding of Zendesk or similar.
  • You can maintain a positive attitude, during high-volume and/or stressful periods keep cool, calm & proactive Operations.
  • You proactively think about our customers' needs & wants.
  • Youre self-directed towards generating excellent work outcomes.
  • You have a bias towards action & experimentation.
  • You care about quality. It drives you.

Bonus:

  • Experience working in or with distributed teams
  • You love music, play it, or produce it!
  • Add bullet point here

Equal Opportunity Employer:

Splice is an equal opportunity employer, committed to diversity & inclusiveness. We will consider all qualified applicants without regard to race, color, nationality, gender, gender identity or expression, sexual orientation, religion, disability or age.

 
 
 
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