Customer Support Manager - Italy (M/W)

  • Believe
  • Paris, France
  • Apr 17, 2020
Full time Community Management Customer Service

Job Description

Believe is looking for a Head of Support Italy to manage a 3 members team located in both Italy and France (Paris).

Integrated into the Customer Care & Support department and based in Paris, you will report to the Global Head of Customer Care & Support Distribution, based in Paris.

You and your team will be the main point of contact of our Italian customers (Producers, Labels, Artistes) to solve their issues and requests.

Job Duties:

  • Solve Artists & Labels operational issues on artistic content, payment of royalties, reporting, management of copyright in compliance with our SLAs 
  • Onboard and train Artists and Labels on Believe internal tools
  • Monitor team issues assignment and reassignment
  • Ensure all team issues are solved in respect of SLA with top quality communication
  • Ensure that Support processes are followed by the team members
  • Contribute to the knowledge bases to improve the autonomy of our clients and Support members
  • Train and onboard new team member
  • Evaluate OKR and follow-up their career growth
  • Maintain a regular and close communication with Sales teams
  • Interact with all internal teams: Sales, Finances, Content, Product, Contracts & Rights 
  • Improve user experience

Qualifications

  • Experience of managing customer service team
  • At least 3 years’ experience of online customer service
  • Good communication skills with Care, Respect, Empathy
  • Problem solving mindset
  • Product knowledge
  • Passionate about technology
  • Fluent in English and Italian

Additional Information

Believe is committed to ensuring equal opportunities in employment, regardless of origin, sex, morals, sexual orientation, gender, age, family status pregnancy, race, political opinions, trade union activities, religious beliefs, physical appearance, family name, place of residence, state of health, or disability.

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