Community Support Coordinator

Job description

Community Direct Support Coordinator

SOUNDBOKS is an exciting young tech company that is forging a new path in the audio world. As the frontrunner in a brand new category of speakers, SOUNDBOKS is uniquely poised to claim and dominate the battery-powered speaker space. With 40 employees in 3 continents, The SOUNDBOKS team is a dynamic blend of passionate world-changers with no corporate experience and seasoned professionals with decades of experience in their fields. Are you looking for an opportunity get in on the ground floor with a high potential company that is going places, fast? Join our team today!

 

JOB TITLECOMMUNITY DIRECT SUPPORT COORDINATOR

REPORTING TOUS COMMUNITY TEAM LEADER

HOURSFULL-TIME

LOCATIONLOS ANGELES

START DATEFEBRUARY 2019

 

Become a Part of the SOUNDBOKS Journey

As a community coordinator you will be one of the faces of our company as we interact with SOUNDBOKS owners of our growing online community. At SOUNDBOKS we believe that people are our greatest asset and so we are obsessed with our community. From answering technical questions to building relationships with our most active community members, the Community Team truly is the heart and soul of our company.

 

Special Focus: Direct Support

Every member of our Community team works closely on a daily basis, however, each member also has a badass speciality and yours will be corresponding with our beloved SOUNDBOKS community and delivering world-class support. When we say world-class we mean it! We want our customers to be served so well that they sing our praises to their grandchildren's children. In order to get there we need you to help us focus on:

 

  1. The Right Mindset - Customer first, second and last. Customer always!

  2. Above & Beyond - We see any customer reaching out as an opportunity rather than a hassle, we strive to “wow” our community and provide support experiences that are worth telling their friends about.

  3. Multichannel Presence - We are ultra present on all channels, we leave no comment, review, email, chat, or phone call unanswered.  

  4. A proactive approach - The community team is the eyes and ears for SOUNDBOKS and discovers all issues first. It is our responsibility to address issues before they become a problem.

  5. A holistic approach - Traditional customer support is only one piece of the complete support experience that SOUNDBOKS provides. We do all our repairs (there aren’t many) and returns in-house in our LA office.

  6. Keep everything in-house - The SOUNDBOKS experience is unique because we bring individual personality to the job, which is why the entire support team is and will always be employed directly by SOUNDBOKS and not by an external agency.

Experience

To qualify for this job you need to be a positive person who values other humans and gets a kick out of improving processes. You don’t need any specific customer service experience (but it’s a plus), just be teachable and ready to get your hands dirty!

 

However, here are a few things we think could really be useful for you to be familiar with:

  • Any experience with ZenDesk is a huge plus.

  • A clever understanding of what separates outstanding customer service from blah customer service and the drive to continually grow.

  • Good with tools or repairing audio equipment.

  • Fluency in Spanish

Want to join the team?

 

We want to hear from you. Seriously!

 

We thoroughly assess every applicant from a holistic perspective. Fancy degrees and sexy resumes don’t mean much to us.. The key to success at SOUNDBOKS is to be teachable, be hungry, and be fun. The rest will come.

 

Please don’t send us cookiecutter bullshit. We won’t read it.

 

 

 

 

Requirements

Every member of our Community team works closely on a daily basis, however, each member also has a badass speciality and yours will be corresponding with our beloved SOUNDBOKS community and delivering world-class support. When we say world-class we mean it! We want our customers to be served so well that they sing our praises to their grandchildren's children. In order to get there we need you to help us focus on:

 

  1. The Right Mindset - Customer first, second and last. Customer always!

  2. Above & Beyond - We see any customer reaching out as an opportunity rather than a hassle, we strive to “wow” our community and provide support experiences that are worth telling their friends about.

  3. Multichannel Presence - We are ultra present on all channels, we leave no comment, review, email, chat, or phone call unanswered.  

  4. A proactive approach - The community team is the eyes and ears for SOUNDBOKS and discovers all issues first. It is our responsibility to address issues before they become a problem.

  5. A holistic approach - Traditional customer support is only one piece of the complete support experience that SOUNDBOKS provides. We do all our repairs (there aren’t many) and returns in-house in our LA office.

  6. Keep everything in-house - The SOUNDBOKS experience is unique because we bring individual personality to the job, which is why the entire support team is and will always be employed directly by SOUNDBOKS and not by an external agency.