Serato Auckland, New Zealand
Feb 06, 2020Full time
Serato is one of the world leaders in audio software for professional DJs, producers and musicians. World-renowned artists such as DJ Jazzy Jeff, Fatboy Slim, A-Trak, Snoop Dogg, and DJ Snake love our products and use them on a regular basis. We are looking for a highly motivated individual to provide direction, training and oversight of Serato’s international Support department. This includes delivering a provide a best in class experience with key metrics of staff productivity, support NPS, and knowledge base performance. Important elements include supervising daily operations and personnel aiming for maximum efficiency and cost-effectiveness. You will also ensure that we're using our available technology to the fullest extent, and that staff are well-organized and motivated. Summary of Duties Work with the Chief Marketing Officer to provide direction for the department Provide regular insight for the executive team Drive customer experience improvement initiatives using detailed insight Determine appropriate support resource levels and distribution to meet customer needs Regular and ongoing non-technical training and mentoring of staff Monthly reporting on the effectiveness of the department Essential Skills 5+ years of customer service management experience Good understanding and experience of online and digital channels A strong history of leading, coaching and mentoring staff Proven track record of delivering customer-centric initiatives Knowledge and appreciation of a wide range of music Excellent communication and influencing skills >>> Click on Apply Now to be taken to the application page.