Head of Customer Support

• Hybrid
• • Copenhagen N, Hovedstaden, Denmark
• Community Support

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Job description
SOUNDBOKS is an innovative audio tech company and aspiring lifestyle brand. You may have seen us at a music festival, at your favourite event or at your friend’s celebration (this is our nice way of saying nightclub-level private event). We create the loudest, most durable, and arguably coolest Bluetooth speakers on the market.

Growth is not something we offer, it’s who we are. Learning is at the centre of everything, people will teach you what they know and the involvement is yours to take. We’re talking a real-time & on-the-job learning, and it’s our ultimate goal that you leave the office everyday having learned something new.

With 90 team members in Denmark and the United States, SOUNDBOKS is equal parts seasoned professionals and passionate unconventionals. We’ve got an amazing thing going, and it’s only getting better!

ROLE HEAD OF CUSTOMER SUPPORT

TEAM COMMUNITY SUPPORT

HOURS FULL TIME

LOCATION COPENHAGEN

The Community Support team at SOUNDBOKS consists of 10 talented professionals united by a shared commitment to supporting customers, creating memorable experiences, and fuelling the SOUNDBOKS communities. The team thrives on collaboration and respect, working together daily to deliver great customer experiences while enjoying each other’s company.

As the Head of Customer Support, you will lead the team by fostering a culture of collaboration, accountability & fun, where every day is an opportunity to celebrate wins and raise the bar for what’s possible. Your role will be to create a supportive, empowering environment that enables the team to thrive, grow, and deliver exceptional service. Acting as the voice of our customers, you’ll ensure their feedback drives real change.

Okay, let’s make things a little more concrete. Here’s what we expect your daily life to look like:

Team Leadership & Development

• You’ll foster a positive, trusting and empowering team environment that encourages collaboration and both professional and personal growth.
• You’ll oversee and fuel the team’s daily performance.
• You’ll provide hands-on support and mentorship to help team members accelerate.

Championing Service Quality & Growth

• You’ll drive the team to continue embracing the ‘above and beyond’ attitude, both internally and with customers, while strengthening a culture that delivers outstanding service every time.
• You’ll identify key customer pain points, come up with and implement data-based solutions to reduce complaints and repetitive inquiries.
• You’ll implement educational content to empower customers with self-service solutions, e.g. via reimagining the ‘help’ section of the SOUNDBOKS website.
• You’ll evaluate and refine customer support procedures to maintain high levels of efficiency and satisfaction.

Streamlining Workflows & Leveraging Data

• You’ll improve the support software setup by implementing automation, integrations, and processes to reduce manual tasks, boost efficiency and ultimately improve customer satisfaction.
• You’ll use data insights to make reporting sharper and improve the potential of automated support tasks for a smoother workflow for the team.

Cross-Functional Collaboration & Strategy Alignment

• You’ll ensuring customer support strategies align with commercial goals to drive better service delivery and business outcomes.
• You’ll build and maintain strong relationships with teams such as Supply Chain, Product Development, Quality, E-Commerce, and Marketing to ensure collaboration on return management system implementation, product improvements, campaigns and other initiatives.

Job requirements
In order to become a success in this role, we believe that your profile should be aligned with the bullets listed below. However, we acknowledge that success can take many forms, so please do apply even if you don’t tick all the boxes.

• You are ready to bring energy and excitement to work, laying the refreshed foundation of the powerhouse of the Community Support function with the SOUNDBOKS brand that delivers memorable experiences to an inspiring customer base all over the world.
• You come with several years of hands-on experience in developing and nurturing teams to a positive, high-performance, and community-driven state of mind.
• You carry deep knowledge of the customer support function, with a hands-on expertise in driving its effectiveness while delivering best-in-class customer experience.
• You know the ins and outs of how CRM systems work and have the skills to optimise efficiency and workflows to their full potential (we use Zendesk).
• You’re well-versed on how to use data to spot trends, potential improvement points, and measure performance.
• You know how to actively gather customer feedback and drive process improvements to ensure better results every step of the way.
• You’re proven yourself to be able to tackle tricky challenges, escalated support issues, and get things back on track when needed.
• You’re able to forecast the support function’s needs, plan resources accordingly, and ensure the team’s direction is aligned with the internal strategy.
• You’re a natural communicator, which helps when engaging with functions across the organisation.

Intrigued? At SOUNDBOKS you’ll find yourself a part of a community. We realize that growth is a process and we don’t expect you to go through it alone. Actually, we guarantee that you won’t have to. We work together in order to work smarter, we inspire each other to be better, and we never forget that every member of the team is responsible for our success.

So, if you’re tired of all of the noise in the job market, we’d love to hear from you. This may be the coolest job you ever have!