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Customer Support Manager

Musixmatch

Bologna, IT / Remote
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Industry: Social & Leisure
  • Post Date: 11/25/2021
  • Website: musixmatch.com
  • Company Address: Via San Vitale 5, 40137 Bologna, Italy

About Musixmatch

Developer of a lyrics platform designed to change the way people experience music and lyrics. The company's platform offers a catalog of song lyrics and translations that are synchronized word-by-word, enabling users to search, enjoy and share lyrics from any track and from anywhere in the world.

Job Description

Musixmatch is the leading music metadata company, featuring the world’s largest lyrics catalog and +70M users as contributors. Musixmatch is a partner of companies like Spotify, Apple, Amazon, Facebook, Google, MTV, Shazam, Vevo and has a partnership with +4,000 indie music publishers and top music publishers like Sony/ATV, EMI Music Publishing, Universal Music Publishing, Warner/Chappell, Kobalt, BMG Rights, and Harry Fox Agency.
 
We are a bunch of creatives who care about our work and what we do.  We believe that participation and collaboration are key to getting things done well.  We are looking for tech-savvy people who are eager to learn in a fast-paced environment, who have an international outlook on life, and who love taking on new challenges.
 
ABOUT THE JOB:
 
As Customer Support Manager, you will be responsible for the design, implementation, and support of the Customer Support strategy. You will also be responsible for managing, analyzing, and interpreting data to provide insight and opportunities of improvement to the processes.
 
We are looking for a driven and enthusiastic person with a combination of people skills and tech-savvy, able to run complicated data sets, and discern meanings from them.
 
YOUR RESPONSABILITIES:
 
- Lead the design, creation, and implementation of the CSM strategy, including definition of audience strategy, channel deployment, campaign messaging and timing;
- Building brand image by taking the best care of customers and exceeding their needs and expectations;
- Providing support to customers on technical issues through an effective troubleshooting process;
- Keeping track of recurring complaints from customers and escalating them to the appropriate person or department;
- Examine KPI trends, customer behavior and feedback regarding the provided support, collect data and prepare reports to develop procedures aimed at ensuring performance improvement;
- Ensuring a high level of automation to ensure scalability and establishing effective service procedures, policies, and standards;
- Assist in monitoring, maintaining and improving data accuracy, integrity, and quality through an effective follow up system and an orderly workflow according to priorities.
 
WHAT YOU WON'T BE DOING:
 
- Use social media marketing tools to create, publish and share content;
- Develop social media marketing campaigns and research social media trends.
 
WHAT WE LOOK FOR:
 
You are fluent in English, spoken and written;
8+ years of experience working in Customer Support related areas;
You have had experience in setting up processes and tools and led Customer Support coordination in your career;     
You have strong problem-solving and analytical skills;       
You are detail-oriented with strong organizational skills;
You have the ability to effectively take direction and work proactively proposing projects and initiatives;
You are a collaborative team player who enjoys working with others and loves challenges. 
WHAT WE OFFER:
 
- Flexible schedule
- Generous training budget 
- Top class tech and equipment
- Company-wide retreat once per year
- Welfare plan
 
COVID-19 DISCLAIMER:
 
Musixmatch is actively hiring and, in response to COVID-19, conducting all interviews and onboarding virtually.
 
**Due to the amount of CVs that we receive, unfortunately, it is impossible to answer every applicant, thus if you have not received a response from us, please be patient. We do assure you that we will contact you should you be selected to move forward in the recruitment process. We would therefore like to thank all applicants for their interest and time.**

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