Transformational Customer Support Leader

Company Description **We Hear You** At Behringer, we see the inherent musician in every individual. You are our inspiration. Your aspirations to create, play, and share music drive us to provide transformative products at accessible prices. As an echo to our own humble beginnings, we're dedicated to hearing you, understanding your needs, and equipping you with tools to fulfill your musical dreams. We're not just building equipment; we're fostering a community, empowering you through the universal language of music. Because for us, it's not just about the sound—it's about the experience, the journey, the transformation. Together, we create. **Job Description**: Join our team as a Technical Customer Support Leader with a passion for digital and analog mixers, recording, broadcasting, and streaming related equipment as well as everything from synthesizers to guitar pedals. 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. You will also respond to customer inquiries, create self-help technical support content, including FAQs, troubleshooting guides, and knowledge base articles. You engage with customers on social media, gather feedback, and build strong relationships with clients, partners, and distributors to ensure their satisfaction and loyalty. 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. This is a hybrid role that offers you the freedom to work partly from anywhere, backed by a collaborative and supportive environment within a close-knit team of approximately 30 professionals. And yes, fellow geeks and nerds, you're warmly invited to join the mix **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