Playtronica

Playtronica is a music device shop and an event agency. We work at the intersection of music technology, education, art and entertainment – producing mini-synthesizers, creating multi sensory installations, performances, and conducting workshops. Our agency’s clients include Timberland, Lush, Mercedes-Benz and other large brands. VOGUE and The Guardian write about us. Our team works remotely and is spread across the world. We are preparing to launch a new device at Kickstarter. At the shop, we sell music devices designed by us. They are produced in Moscow and shipped worldwide.

Секторы:

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Сотрудники:

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Локации:

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Сайт

Локация:

Москва #Можно удалённо

Занятость / Тип договора:

Полный день

Работа

Опыт:

От 1 года до 3-х лет

Зарплата:

₽ на собеседовании

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Вакансия в архиве

Поддержка

Zendesk

English

Communication Skills

Analytical Skills

Slack

Manager of Customer Support Department

Playtronica is a music device shop and an event agency. Our agency’s clients include Timberland, Lush, Mercedes-Benz and other large brands. VOGUE and The Guardian write about us. At the shop, we sell music devices designed by us.

Now we need a manager that will build an effective system of customer support.

What you will do:

be responsible for hiring and training of the customer support specialists, their adaptation and growth,

develop an evaluation method for work efficiency of your team and its members,

organize the work of the team, monitor their work load and distribute the tasks evenly,

check the team members’ work in a time tracker and calculate the salary,

create customer support guidelines,

revise the system of answer templates and improve it,

decrease the response waiting time,

produce reports on key variables,

investigate and resolve customer complaints, incl. complex incidents,

deal with returns,

apply the latest and greatest customer happiness practices.

We expect you to:

have an experience of working in customer support for at least 2 years,

have a good understanding of what makes customer experience great,

know the cutting-edge tools of customer support, follow the global trends and be able to put them into practice,

have a good command of Google Sheets, Slack, Zendesk,

be fluent in Russian, English,

have excellent communication, analytical, and research skills,

be responsible, honest, and attentive to detail,

strive for constant improvement of your skills.

What do we offer:

remote work and flexible working time: you can work from any part of the globe,

interesting tasks: we are a start-up, so many tasks will be new to you and to us, and thus you can apply all your creativity in solving them,

a team of active and young professionals, passionate with their work.

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