Job description
Vice President, Customer Service
August 2024

The company

EnterGain is the recruitment firm focused on the music ecosystem. Our client is a highly respected provider of technology and payment processing solutions for record labels and music artists.

Position summary

The Vice President of Customer Service is responsible for overseeing all activities related to the company’s customer service department. The VP of Customer Service manages and oversees all day-to-day operations of four teams: Support Agents, Research & Quality Assurance, Account Management & LODs, and Customer Solutions.

Working closely with corporate leadership and other departments, the VP of Customer Services is responsible for providing superior and world-class service to our customers, collaborating with internal and external partners, and maintaining relationships that support the entire organization. Personally responding to issues and inquiries via phone and email is essential.

This role is hybrid and reports to the SVP of Operations.

Special responsibilities

• Recruit, train, mentor and motivate a high-performing team focused on delivering exceptional customer support and service.
• Identify and achieve short- and long-term departmental OKRs and other goals.
• Set clear goals, provide regular feedback, and conduct performance reviews to encourage professional growth and team excellence.
• Establish and enforce customer service standards, processes and best practices to ensure consistent service delivery.
• Identify customer pain points and opportunities to improve the overall customer experience.
• Develop and implement initiatives to optimize processes, improve customer self-service capabilities, and maximize customer satisfaction.
• Use customer data and analytics to identify trends, insights and opportunities to improve the customer experience.
• Implement data and analytics metrics to drive performance and improvement across the team.
• Foster a customer-centric mindset across the organization by promoting a culture of empathy, accountability and responsiveness.
• Collaborate with internal stakeholders such as technology and finance to ensure a seamless and consistent customer experience across all departments.
• Build and maintain close relationships with key customers and stakeholders.
• Act as business owner of products and/or initiatives, serve as subject matter expert and communicate key requirements and business needs to key stakeholders.
• Maintain excellent written and verbal communication with select clients, key industry contacts and internal stakeholders and ensure the team does the same.
• Handle customer inquiries and concerns using clear and professional oral and written skills.

Position requirements

• 15 years of experience in progressive customer service
• 10 years of experience managing and leading a call center/customer service team.
• BA or BS degree or relevant experience
• Experience in leading, training and motivating a team and taking responsibility for their work products.
• Knowledge of the music industry, including relationships, understanding of customer needs and key players is required.
• Experience in dealing with very complex and high-risk customer/client problems.
• Excellent leadership, communication (written and oral), conflict resolution and analytical skills.
• Detail-oriented, able to work independently and report progress even under tight deadlines.
• Ability to multitask and manage multiple high-priority projects simultaneously.
• Computer skills: Experience with Microsoft Office products, Slack, Lucid Chart, Salesforce and/or CRM databases
• Experience in product management or as an entrepreneur is an advantage.
• Experience in dealing with large data sets is an advantage.

Compensation

A competitive salary, incentives and benefits appropriate to the role and experience of the final hire will be offered. Depending on the final hire’s knowledge, skills, abilities, experience, education, network and location, the base salary is expected to be between $230,000 and $250,000.

Equal opportunities and DEI

The Company is an equal opportunity employer and makes hiring decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, age, or any other legally protected status. In addition, the Company is committed to creating a diverse, welcoming, equitable and inclusive environment for all applicants, employees and partners.

contact

EnterGain is the exclusive recruiter for this project. Qualified candidates should apply directly through this link.