Customer Support Manager, UE Customs

Customer Support Group Newark, California


Description

Position at Logitech

The Role:

The UE Customs Customer Support team provides world class service for custom-fit earphones primarily sold online. We are looking for a Support Team Manager to ensure an excellent customer experience through efficient processes and high quality customer contacts. 

Our product line includes premium, made-to-order custom earphones that leverage our revolutionary at-home impression kit as well as truly wireless instant-fit customs that mold to your ear in 60 seconds. Supporting customers throughout the fitting process, through product delivery and during use post-purchase is critical to the overall brand experience and where the Support Team shines. 

Our team members share a passion for service, are comfortable interacting with customers via email, chat, phone and video, and feel confident about technology. As part of a new and quickly growing business, we look for proactive and positive team members who are ready to tackle challenges, incorporate new ideas and champion our customer experience. 

As the Manager of this team, you will lead both external (tier 1) and internal teams to consistently deliver an excellent customer support experience, manage all aspects of team performance, foster continual process improvement and partner with peers in product, marketing and operations to represent the voice of the customer and improve our products. 

 

 

Your Contribution:

Be Yourself. Be Open. Stay Hungry and Humble. Collaborate. Challenge. Decide and just Do. These are the behaviors you’ll need for success at Logitech. In this role, you will:

  • Lead a team of 10+ internal and external support employees including tier 1 and tier 2 order and technical support and high-touch premium product support. 

  • Utilize data to identify and resolve critical issues, drive process efficiencies and manage performance. 

  • Communicate and engage with cross-functional peers (Marketing, Engineering, Product, Operations) to ensure customer feedback is delivered and incorporated in all we do. 

  • Hire, train and develop internal staff.

  • Plan for business growth, including forecasting for sufficient staffing and international expansion. 

  • Implement quality and customer satisfaction programs to ensure we are consistently delivering an excellent customer experience. 

  • Identify and implement process improvements to enhance efficiency (e.g. automating manual processes or system enhancements) 

  • Maintain an effective customer support website and tools. 

  • Champion initiatives to hone all touch points of the customer journey.

 

 

Key Qualifications:

For consideration, you must bring the following minimum skills and behaviors to our team:

  • 3+ years demonstrated success leading support teams for consumer products.  

  • Effective communicator and collaborator. 

  • Detail oriented, organized.

  • Proactive and results driven. 

  • Experience with ZenDesk, Shopify and Google Sheets/Excel (or like systems)

 

Education:

  • 4-year degree or equivalent experience