SOUNDBOKS is an emerging young audio tech company. You may have seen us at your favorite music festival, street party, in the Sahara Desert or on top of Mt. Kilimanjaro. We build the loudest, most durable, and arguably the coolest Bluetooth speaker on the market.

With over 50 employees across Copenhagen, Los Angeles and China, SOUNDBOKS is equal parts seasoned professionals and passionate unconventionals. We’ve got an amazing thing going, and it’s only getting better.

Growth is not something we offer, it’s who we are. Learning is at the centre of everything, people will teach you what they know and the involvement is yours to take. We’re talking a real-time, on-the-job, experiential approach to learning, and it’s our ultimate goal that you leave the office everyday having learned something new.

ROLE: GLOBAL SUPPORT TEAM LEADER

TEAM: COMMUNITY SUPPORT

HOURS: FULL-TIME

LOCATION: COPENHAGEN

START DATE: NOVEMBER 1ST

The Community Support Team is the frontline contact for our community, and the source of truth for what SOUNDBOKS is doing well and where we’re not. The team provides not just post-purchase customer service but engages and supports our valued online community of SOUNDBOKS owners and fans across multiple channels.

You will become the owner of a global team that since day one has helped define our customer journey by gathering community feedback to be incorporated in our design, packaging and the overall SOUNDBOKS experience. As of today the team counts 7 full-time members split between Copenhagen and Los Angeles but we want your input on how to best move forward.

You get to lead a multicultural global team consisting of young people eager to learn and grow, while shaping the trajectory of how SOUNDBOKS engages with our community.

That means your daily life with us is going to look something like this:

Taking the customer service experience to the next level!

We believe that people are our greatest asset and so we are obsessed with our community. We preach an ‘Above & Beyond’ mentality in everything we do - from answering technical questions to ensuring a world-class customer service experience.

• Define and implement the long-term Global Community Support strategy in line with the Above & Beyond vision in cooperation with Leadership.

• Scale the function for growth by investigating leading support platforms/technologies, which drive efficiency and customer satisfaction.

• Streamline and optimize processes to ensure efficient and effective support delivery.

• Alignment of global teams, tools and methodologies (support guidelines and rollouts, SOPs, weekly meetings).

• Establish Community Support delivery in future growth markets (e.g. France and Australia).

• Prepare support delivery assets and on-boarding material for new products and apps.

Leadership is what you do and who you are!

The only way to build an amazing customer service experience is to build a strong and diverse team that emphasizes individual development.

• Together with the team, define and track quarterly Objectives & Key Results (OKRs) for the Global Community Support team.

• Monitor the professional development of Community Support team members (including growth ambitions, work/life balance and skill development).

• Project management of cross-functional initiatives geared to reduce return rates and improve customer satisfaction.

• Anticipate and manage spikes in support demand resulting from seasonality (summer peak months, Black Friday sales, Christmas) and marketing promotions.

• Manage cross-departmental relationships and interfaces, including key stakeholders in Supply Chain, Product Development and Marketing.

• Hiring and on-boarding.

In order to thrive with these responsibilities successfully we expect you to have:

• An ‘above and beyond’ mentality – and we cannot stress this enough. We owe our customers everything and they deserve our love.

• Excellent communication skills in English.

• 3-5 years experience managing a Customer Support team and/or Communications team.

• Technologically adept and able to navigate online support systems, our ERP (Netsuite) and multiple communication channels.

• People-centric and positive mindset to lead a young, dynamic, international team, part of which is remote.

• An interest in getting to know our products is a plus. After all, you will be the person to help our customers with their challenges and issues.

Intrigued? At SOUNDBOKS you’ll find yourself a part of a community. We realize that growth is a process and we don’t expect you to go through it alone. Actually, we guarantee that you won’t have to. We work together in order to work smarter, we inspire each other to be better, and we never forget that every member of the team is responsible for our success. 

So, if you’re tired of all of the noise in the job market, we’d love to hear from you. This may be the coolest job you ever have.