Customer Support Operations Manager

14 hours ago


Copenhagen, Copenhagen, Denmark SOUNDBOKS Full time

SOUNDBOKS is an innovative audio tech company and lifestyle brand. Our mission is to deliver exceptional customer experiences through a culture of collaboration, accountability, and fun.

Job Summary

We are seeking a Customer Support Operations Manager to lead our Community Support team in Copenhagen. As the voice of our customers, you will ensure their feedback drives real change and foster a positive, trusting, and empowering team environment.

The ideal candidate has several years of experience in developing and nurturing teams, with deep knowledge of the customer support function and CRM systems like Zendesk. You should be well-versed in using data to spot trends and measure performance, as well as actively gathering customer feedback to drive process improvements.

Responsibilities
  1. Foster a positive, trusting, and empowering team environment that encourages collaboration and growth.
  2. Drive the team to continue embracing an 'above and beyond' attitude while strengthening a culture that delivers outstanding service every time.
  3. Identify key customer pain points and implement data-based solutions to reduce complaints and repetitive inquiries.
  4. Evaluate and refine customer support procedures to maintain high levels of efficiency and satisfaction.
  5. Improve the support software setup by implementing automation, integrations, and processes to reduce manual tasks and boost efficiency.
Requirements
  1. Several years of hands-on experience in developing and nurturing teams.
  2. Deep knowledge of the customer support function and CRM systems like Zendesk.
  3. Well-versed in using data to spot trends and measure performance.
  4. Able to actively gather customer feedback and drive process improvements.
  5. Proven ability to tackle tricky challenges and escalated support issues.
  6. Natural communicator able to engage with functions across the organisation.
What We Offer

SOUNDBOKS offers a competitive salary of $85,000 per year, plus benefits such as health insurance, retirement plan, and paid time off. You will also have the opportunity to work with a dynamic team and contribute to the growth and success of a leading audio tech company.



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