Associate Customer Care Manager at iZotope

| Cambridge
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What’s it like to work at iZotope? 
We’re the leaders in intelligent audio production and you’ll see that all iZotopians have a passion for what we do. Our company, our market and our customers are growing fast. This means all iZotope employees are engaged in interesting and challenging work. We have the opportunity to try new and different things and lots of room for career enrichment. We work with exceptional colleagues and foster an environment that empowers those closest to the work to make decisions and provide each other the support to move quickly and learn as we go. iZotope combines the excitement and pace of a startup with the stability and work/life balance of a market leader. Plus, it’s really cool to work for a company in the music and film industry! 

We are looking for an Associate Manager of Customer Care to lead our team of live chat agents providing world-class customer support for our diverse portfolio of creative and professional tools. This role reports to the Director of Customer Care.

The Customer Care mission: We reinforce the iZotope brand by providing a world-class support experience, educate our customers through our interactions and content creation, and advocate for improvements within the company using customer data and insights.

To be successful as an Associate Manager of Customer Care at iZotope:
We want hands-on leaders who will work closely with their team and lead by example. A positive attitude, a desire to coach and develop others, and a passion for providing exceptional support are a must. 

You Will:

  • Manage day to day operations for a distributed team of local and remote Customer Care Agents
  • Facilitate recruiting, hiring, on-boarding, and performance coaching
  • Provide product expertise and process guidance and take on escalated technical issues or challenging customer service situations as needed
  • Create regular reports including analysis of customer, product, and business trends
  • Escalate customer-reported bugs or issues communicating as a liaison between our customers and other business groups
  • Coordinate with other teams to prepare for product launches, campaigns, and new business requirements
  • Work alongside the Customer Care Leadership Team on department-wide initiatives to improve the employee & customer experience

You Have:

  • Practical experience and theoretical knowledge of audio processing in recording, production, sound design, post production
  • Familiarity with Wi-Fi, networking, mobile OS and multi-platform desktop support
  • 5+ years experience working in a technical support environment
  • 1+ years experience as a coach, team leader, or supervisor
  • Excellent written and verbal communication skills
  • Ability to handle difficult customer situations with empathy and professionalism
  • Ability to manage multiple projects simultaneously within deadlines
  • Flexibility with schedule and occasional overtime when needed

Benefits:

  • Comprehensive medical plans in which iZotope pays the majority of the out of pocket costs
  • Flexible PTO Policy and 19 paid holidays in 2021
  • 100% paid family leave
  • 401k with company match of 6% with both pre-tax and post-tax contribution options
  • Additional perks and benefits

At iZotope, we’re obsessed with great sound. Our intelligent audio technology helps musicians, music producers, and audio post engineers focus on their craft rather than the tech behind it. We design award-winning software, plug-ins, hardware, and mobile apps powered by the highest quality audio processing, machine learning, and strikingly intuitive interfaces. iZotope: the shortest path from sound to emotion.

iZotope is an Equal Opportunity and Affirmative Action employer and will not discriminate in its employment practices due to an applicant's race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, veteran or disability status, or any other category protected by law. We are committed to promoting diversity, equity and inclusion within our organization, the audio industry, and society as a whole.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
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Location

Just a short walk from MBTA Red Line Kendall/MIT and Kendall Square, iZotope is surrounded by restaurants, coffee shops, nightlife and entertainment.

An Insider's view of iZotope

What are some social events your company does?

We hold regular Synth Jams after work, which is a great way to get to know your colleagues while also checking out synthesizers you may have never seen before, and learning more about them.

Kayley

Social Media Manager

What does your typical day look like?

My days involve thinking about strategy (which products to build and why) and tactics (ensuring development teams have information required to move forward). I help make sure the cross-functional teams are constantly reminded of the “why” behind our products and features. With the team aligned, we are free to create more innovative products.

Udayan

Product Manager

How has your career grown since starting at the company?

My career has grown a lot since starting at iZotope! I started as a junior software engineer, grew to become a tech lead on one of our flagship products, and now manage a development team. The supportive environment from my managers, peers, and the executive team here has been so important to my success and has helped tremendously in my career.

Jamie

Engineering Manager

What is your vision for the company?

Our products empower creators to produce most professional music, film, tv and podcasts today, and we see the opportunity to bring that same ability to creative people with any level of technical expertise.

Mark

CEO

What's the biggest problem your team is solving?

Producing professional-sounding audio is really hard, requiring a lot of training and a heavy investment in gear. We are trying to use the latest advances in modern technology to fundamentally change the way music is recorded, produced and performed, so that any musician can record and produce the sound in their head.

Jonathan

CTO

What are iZotope Perks + Benefits

iZotope Benefits Overview

iZotope works hard to provide a highly competitive benefit package to meet our employees’ needs. We offer medical, dental and vision plans with considerable company contributions. Our employees are also eligible for a generous 401(k) employer-match. Life insurance and short- and long-term disability are standard iZotope-paid benefits. As an added benefit employees get access to all iZotope products complimentary for personal use as well as a variety of other awesome benefits such as free subway passes, subsidized identify theft protection, tuition assistance, fully paid eLearning subscription, reduced gym membership rates, and many many more. Let’s not forget about our extensive time off programs. Each year we strive to add new benefits to the mix.

Culture
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
We always strive to give our people more freedom and choice to determine where they work and how they work. We value the in-person experience as well and try to have a healthy balance.
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
We have a DJ booth, state-of-the-art studio and mastering rooms for employees to use during free time. Office space includes Ping Pong and Video Games.
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Lunch and learns
Promote from within
Mentorship program
Online course subscriptions available
Paid industry certifications
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