Job Details
**Customer Support Concierge (Remote)**
Customer Care Nashville, Tennessee Minimum Experience **Mid-level** How Youll Make An Impact
As Customer Support Concierge you will be responsible for being the first contact with the fluctuating demand of Soundstripes member support. You will answer questions, support the resolution of issues, process the chain of feedback from members, prioritizing the most urgent support needs, all the while ensuring that every interaction is filled with whimsy and genuine care.
In this role you will:
* Execute all Customer Support workflows, including but not limited to Hubspot (email) support, Crisp (chat) support, and Zoom inbound/outbound phone support.
* Manage customer inquiries related to billing, licensing, and custom curated playlists.
* Determine when to elevate Tier 2 customer escalations to Customer Support Concierge II.
What You Bring to the Table
Education or experience requirements.
*You are tech savvy.* You have a technical understanding and the ability to learn and adapt to new systems and platforms is as important as interpersonal and organizational strengths in this role. Soundstripes Customer Support Concierge will be required to operate within the following software and applications (and more):
* Mac OS, Google Suite, Dropbox, Notion, Asana, HighFive, Slack, Stripe, Hubspot and Crisp
Who Will Love This Job
*You deal well with ambiguity.* As a Customer Support Concierge, navigating the ambiguity of unpredictable customer demand is key. Whether its managing an influx in support volume, addressing an unexpected product, marketing, or engineering customer issue, or simply forecasting and planning ahead of member support needs, demonstrating the ability to handle the uncertainty and at times risky nature of member support will be critical for our Customer Support Concierge.
*You are positive.* Providing consistent, efficient, and whimsical Customer Care can at times be challenging. At Soundstripe, we *Confront harsh realities with optimism* and our Customer Support Concierge will be relied on to demonstrate a positive attitude, outlook, and approach to all support obstacles.
*You are efficient.* Creating an ever-efficient customer experience is a key expectation for our Customer Support Concierge. Demonstrating strong organizational skills, command surrounding the prioritization of work, and an earnest desire to improve our Customer Care systems and process will be crucial.
*You are agile.* Customer Care is rarely predictable. The evolving needs and demands of customers can require constant prioritizing and pivoting. Our Customer Support Concierge will be energized by shifting strategies to best address our customer demand. Demonstrating agility and a willingness to adjust methods, delegations, and focuses to best meet the needs of the business is important in this role.
*You are customer focused.* At Soundstripe, we *Provide all customers with genuine and whimsical care.* Possessing a genuine desire to serve and support our customers is a key element of success in the role of Customer Support Concierge. Our product addresses a critical need for filmmakers, and the heart of our Customer Care team is to ensure our members receive the best possible experience with that product. Our Customer Support Concierge will embody this level of whimsical customer focus.
*You value what we value -* We believe our Core Values make Soundstripe special. We prioritize them in our big decisions and in our everyday tasks. We know they are what has and will continue to drive our growth and success.
* Provide all customers with genuine and whimsical care.
* Confront harsh realities with optimism.
* Keep it light.
* Strive to always grow and learn.
* Develop and practice honest communication.
* Make it better.
* Date the model. Marry the mission.
* Be humble and retain a giving and serving heart and mind.
* Quality over quantity.
* Done is better than perfect.
The Company
Soundstripe provides unparalleled music, video, and SFX stock content for creators of all kinds. Uniquely equipped for the online age, our company is driven by a subscription model that lets content creators pay a fee for usage of the music and media in Soundstripes catalog, with a la carte licenses also available. This approach is inspired by Soundstripes mission to Keep Creatives Creating, ensuring creators dont get slowed down by complex copyright issues while elevating the entire creator ecosystem.
In our first five years, weve won awards for our premium stock content, our clever brand marketing, and our humanistic company culture. Our team is made up of humble, inspiring brand builders whose fingerprints are all over our success story.
Soundstripe is a remote-first company and the team is geographically distributed with opportunities for in-person connections each year. They collaborate virtually via Slack and Zoom and Asana and never miss a beat.
Disclaimer
Soundstripe is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce. Soundstripe provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Soundstripe complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Location Nashville, Tennessee