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 Roon Support.
Job Overview
- Job Types: Part-time, Full-time
- Work Setting: Work from home
- Location: Remote
- Salary: $850 per week
- Employer: Harman International
Responsibilities
- Serve as the primary point of contact for customer inquiries, providing product information, account support, basic troubleshooting, and escalating issues 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.
Requirements
- 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.
HARMAN is proud to be an Equal Opportunity employer. HARMAN strives to hire the best qualified candidates and is committed to building a workforce representative of the diverse marketplaces and communities of our global colleagues and customers. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. HARMAN attracts, hires, and develops employees based on merit, qualifications and job-related performance.(www.harman.com)
