Transformational Customer Support Leader

Company Description
Amplify Your Passion, Define Your Sound
TC Electronic is where passion meets sound. Since 1976, we've dedicated ourselves to creating the tools that empower your musical journey. With our award-winning gear, your creativity knows no bounds. Our innovation and commitment to quality are recognized worldwide, serving as the foundation of your inspiration, and the building blocks of your biggest hits. Let TC Electronic amplify your talent, guiding you from the studio to the stage. Let's write your next hit together.

Job Description
TC Electronic (est.1976) is one of the world's leading guitar pedal and audio product manufacturers. We collaborate with many top artists, such as Depeche Mode, Metallica, Rammstein, Aerosmith, Prodigy and The Rolling Stones.

Your relentless focus on customers and your innovative digital approach will drive the implementation of state-of-the-art automation and compliance solutions, while propelling performance through insightful analytics. We seek a constructive disruptor, a vocal advocate for social and environmental causes, who excels in delivering unparalleled support and service. Join our team, amplify your influence, and redefine the very essence of customer support.

This role includes management of a small technical support team, ensuring the delivery of high-quality customer interactions, setting performance standards, handling escalated cases, and fostering continuous improvement within the team. Additionally, strategic support initiatives encompass researching, evaluating, and implementing new tools and technologies to optimize support processes and enrich customer experiences.

Your relentless focus on customers and your innovative digital approach will drive the implementation of state-of-the-art automation and compliance solutions, while propelling performance through insightful analytics. We seek a constructive disruptor, a vocal advocate for social and environmental causes, who excels in delivering unparalleled support and service. Join our team, amplify your influence, and redefine the very essence of customer support.

You will also be hands on and respond to customer inquiries, create self-help technical support content, including FAQs, troubleshooting guides, and knowledge base articles. And you will collaborate with engineering and marketing teams to ensuring accurate documentation and marketing content.

To truly shine in this role, you'll want to bring along proven technical support expertise, showcasing a deep grasp of audio technology. Leadership experience, along with top-notch communication skills, adaptability, and a knack for making the most of CRM systems and knowledge base tools, are all key prerequisites. Plus, your strong analytical skills, ability to solve problems, and your innate drive for adaptability will truly underscore your contributions in this position.

Qualifications
- Transformational Customer Support and Brand Experience Strategy and Implementation
- Transformational Technical Support and Service Experience Strategy and Implementatio
- Transformational Automation and Compliance Strategy and Implementation
- Transformational Performance and Analytics Strategy and Implementation
- Transformational Cost Efficiency Strategy and Implementation

Additional Information
Our Values
- Be Kind
- Be Clear
- Collaborate
- Deliver to Promise
- Celebrate

Our Culture
-Deeply Purpose Driven and Passionate
- Unstoppable Energy Giver and "Positive Troublemaker"
- Truly Customer Obsessed
- Disruptive and Digitally Minded
- Social and Planetary Advocate