Serato is one of the world leaders in audio software for professional DJs, producers and musicians. World-renowned artists such as DJ Jazzy Jeff, Fatboy Slim, A-Trak, Snoop Dogg, and DJ Snake love our products and use them on a regular basis.

We are looking for a highly motivated individual to provide direction, training and oversight of Serato’s international Support department. This includes delivering a provide a best in class experience with key metrics of staff productivity, support NPS, and knowledge base performance.

Important elements include supervising daily operations and personnel aiming for maximum efficiency and cost-effectiveness. You will also ensure that we're using our available technology to the fullest extent, and that staff are well-organized and motivated.

Summary of Duties

  • Work with the Chief Marketing Officer to provide direction for the department
  • Provide regular insight for the executive team
  • Drive customer experience improvement initiatives using detailed insight
  • Determine appropriate support resource levels and distribution to meet customer needs
  • Regular and ongoing non-technical training and mentoring of staff
  • Monthly reporting on the effectiveness of the department

Essential Skills

  • 5+ years of customer service management experience
  • Good understanding and experience of online and digital channels
  • A strong history of leading, coaching and mentoring staff
  • Proven track record of delivering customer-centric initiatives
  • Knowledge and appreciation of a wide range of music
  • Excellent communication and influencing skills