We continue to grow rapidly and innovate within the audio space, making this an exciting time to join our team.

Key Responsibilities

• Lead and supervise a team of customer and technical support agents; oversee scheduling, coaching, performance reviews, and daily operations
• Serve as primary point of escalation for complex technical inquiries or dissatisfied customers
• Directly report to the CEO and provide regular updates on team performance, customer trends, and opportunities for improvement
• Set and track KPIs (e.g., response time, CSAT, first-contact resolution) and implement strategies to meet and exceed targets
• Create and lead training programs for onboarding and continuous team development, especially around audio equipment troubleshooting and e-commerce systems
• Regularly analyze Zendesk metrics to identify trends, inform hiring needs, and prioritize process improvements
• Oversee the creation and maintenance of internal knowledge base articles and customer-facing FAQs
• Partner with warehouse, tech, and returns teams to streamline cross-departmental issue resolution
• Contribute to long-term strategy planning, system upgrades, and organizational scaling

Ideal Candidate Profile

• 3 5+ years of customer service or technical support experience, with 1 2+ years in a leadership or supervisory capacity
• Proven experience running Zendesk (or equivalent platform) as a system admin or power user
• Strong knowledge of car audio, live sound, DJ, or recording equipment
• E-commerce experience preferred, especially in high-volume order environments
• Clear, confident communicator with excellent interpersonal skills
• Strong organizational and multitasking capabilities
• Track record of identifying and implementing process improvements
• Experience managing remote teams is a plus
• Self-starter with the ability to thrive in a fast-paced, entrepreneurial setting

Job Type: Full-time

Work Location: In person