Customer Support Manager for a new music streaming service in Australia
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Customer Support Manager, Australia
We’re looking for the person who does not just see Customer Support as just another job, rather a career choice with opportunities for growth. Customer Support is not only interaction with the customer, but also interaction with everything that makes Moodagent unique.
The role of the Support Manager is to organize, create and problem solve, with user experience and customer satisfaction in mind. Working through all relevant channels you will identify the correct use of support tools and resources, and to be the touchpoint across different departments within the organisation.
As Support Manager, you are the expert in providing solutions in a clear and consistent manner and know every corner of the Moodagent platform. If something breaks you know the right department to handle the issue. The Support Manager ensures that both the user and the organisation get the most out of Moodagent.
Our goal is to revolutionize the music streaming scene, putting our unique music recommendation AI in the hands of the user - making music discovery a more personal, relevant and shared experience than we know it today.
- Respond to customer queries in a timely and accurate manner, email or chat and follow up to ensure that issues have been resolved.
Share effective solutions with the team to ensure higher quality support.
Report issues with the product.
Continuously update our guides with content as the product grows to inform customers about new features, functionalities and changes to the app landscape.
Monitor customer complaints on social media & in the application marketplace and reach out to provide assistance if needed.
Share customer insights with our Product, Sales and Marketing teams to assist with further development of the product.
Assist with onboarding new customers.
Training of new employees
Implementation of new support related systems and solutions.
Local onsite IT support for the office.
Experience with Customer Support.
Experience with leading a team.
Experience with our CS tool kit is essential, we use Zendesk, Instabug, Atlassian, Slack and more.
Experience with subscription management.
You're familiar with the current user rights legislation in your region.
Excellent communication and problem-solving skills.
Ability to multitask.
Patience when handling tough cases.
Curiosity and eagerness to learn.
Familiarity with the Music industry is a plus.
We have the world’s best music recommendation and discovery tech, and we’re taking steps for a major entry into the consumer market.
We juggle our work with a lot of fun stuff: music, big data, microservices, cloud computing, AI & machine learning, massively scalable systems, apps, web and an ever-flowing stream of intricate challenges that make these things come together as a whole.
We have an informal tone, occasional fun on Fridays, and a shared passion for music.
The recruitment process
The recruitment process is easy!
This means that you do NOT have to produce a time-consuming written application. Simply answer the detailed questions, which you can find by clicking on GO. It usually takes just 10-15 minutes to apply for a job - and you’ll know, shortly thereafter, if you have the opportunity to go forward.
Press "GO" now. It's quick and easy!