At RØDE we are Passionate about Audio
Want to work for one of the fastest-growing, most innovative manufacturer-exporters in audio technology in the world today?
Part of The Freedman Group, RØDE is a leading manufacturer of high-quality microphones and audio equipment, which can be found in studios, venues, on-location, and in the hands of creatives in every corner of the world. Our products are designed and primarily manufactured by our industry-leading team in Sydney, Australia and are exported to over 119 countries globally through more than 6000 dealers, including Amazon, Best Buy, Sweetwater, Guitar Center, Thomann and JB Hi-Fi. Our employees are passionate, hard working, talented and are pivotal to our success.
RØDE is on the hunt for a UK-based Customer Service Manager to work alongside our existing Australian and U.S.-based service teams. We're after an individual who is up to the challenge of owning and building a team to support our Technical Support and e-commerce customer requests across a follow-the-sun model.
About you:
- You have a passion for helping people
- You're organised and have strong attention to detail
- You're a team player
- You get stuck in and get your hands dirty
- You work collaboratively and have strong communication skills
- Experience managing a remote team
- Background demonstrating ticket, email, chat and call support. Zendesk experience is highly regarded.
- A background in audio, film and streaming is a bonus
Your Duties:
- Recruit, train and support a small team of 3-5 team members to be based in the UK
- Liaise with the Australian and U.S. teams on process, system and customer resolutions
- Manage the day-to-day of the UK service team
- Assist team members with any Service Related enquiries, including warranty claims and product issues
Tell me more:
This new position at RØDE has been introduced as part of a growing customer service commitment. We're looking at moving the dial to take our customer support to the next level. This role is integral in making an impact by offering our customers human support 24 hours a day.
This position and the team members based in the UK are all remote workers. The Customer Service Manager is responsible for all service team members who function seven days a week. The role is expected to work five days per week; however, it will be on call to support the team.
Ideally, you've had experience growing or building a team, including recruitment and performance management activities. The successful candidate will build a presence in the UK for service.
You will require a strong internet connection to handle VOIP and a comfortable work area away from distractions. Your computer, monitors, and audio equipment are provided. Some cool gear to test and play with is also supplied.
Initial training for this role will require the successful candidate to travel to Australia to learn about the operations and processes for support.
Please take some time to write a brief and succinct cover letter outlining why you would be suitable for this position.
RØDE values diversity in the workplace and encourages applications from people of all genders, ages and backgrounds.