Customer Care Representative

About the Role

As a Customer Care Representative you will join our Roon Support Team, building meaningful relationships with our customers. Interaction by interaction, your role is to ensure customers feel heard and supported in achieving their goals. This individual contributor role is essential in delighting customers with our product and service, while contributing to Roon's growth and success. You will report to the Head of Room Support.

What You Will Do

• Serve as the primary contact for customer inquiries, providing product information, account support, basic troubleshooting, and issue escalation as needed.
• Deliver exceptional customer support across multiple channels, including the desk system, community site, and social media, for B2C, B2B, and prospective customers.
• Manage, triage, and prioritize customer interactions to ensure timely and effective resolution.
• Support customer retention, engagement, renewals, and win-back efforts to strengthen long-term relationships.
• Maintain and enhance the customer-facing help center.
• Keep customer records accurate and up to date in the ticketing system and internal tools.
• Develop and maintain deep expertise in Roon's features, updates, partnerships, and certified devices.
• Monitor customer trends and service issues, communicate insights, and advocate for customer needs internally.
• Collaborate with team members and cross-functional partners to achieve shared goals.

What You Need to Be Successful

• Bachelor's degree in communications, English, related field, or relevant experience.
• Three years of customer support experience, ideally in a technology or software environment.
• Excellent written and verbal communication skills in English, with the ability to deliver clear, engaging customer interactions.
• Strong understanding of customer support processes, including issue identification and effective problem resolution.
• Proficiency with desk systems and the Microsoft Office Suite for managing inquiries and maintaining accurate records.
• Skilled in task prioritization, proactive decision-making, and adapting to evolving products and workflows to support team goals.

Bonus Points if You Have

• Prior experience thriving in remote work environments.
• Comfort and proficiency engaging with customers on community forums.
• A genuine passion for music or active engagement in the audio and music industry.

What Makes You Eligible

• You are eligible to work in the United States.
• You are willing to work remotely in a fully distributed team environment.
• You have mastery of the English language, both written and verbal.
• Due to the distributed nature of our team, you are flexible with your schedule to accommodate core EST hours.
• Successfully complete a background investigation and drug screen as a condition of employment.

What We Offer

• Competitive wellness benefits and 401K Retirement Savings plan.
• An inclusive and diverse work environment that fosters and encourages career development opportunities.
• Flexible work schedule with a culture encouraging work-life integration and collaboration in a global environment.
• Professional development opportunities through HARMAN University's business and leadership academies and extensive course catalog.
• Tuition Reimbursement.
• Access to employee discounts on world-class HARMAN products (JBL, Harman/Kardon, etc.).
• "Be Brilliant" employee recognition and rewards program.
• An inclusive and diverse work environment that fosters and encourages professional and personal development.

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