Company Brief

We're Trulli. We design products to meet our customers' needs, while sparking surprise and delight through thoughtful touches and unparalleled features. We're dedicated to amplifying joy for those who create, teach, and listen to music. From center stage and the classroom, to dance rehearsals and backyard singalongs, the Trulli “arena” is as diverse as its customers.

We're fueled by our passion for music. This drive for a deeper and more ubiquitous musical connection led to our breakthrough redesign of the traditional speaker. Trulli is the speaker brand that lets music lovers, creators and educators share a complete sound experience – anytime, anywhere.

Our products will be designed, engineered, manufactured and assembled at Trulli HQ, in Mundelein, IL.  As we continue to grow, we're looking to expand our talented team with music lovers who are technical, resourceful & motivated problem solvers. 

Summary:

We seek a knowledgeable and friendly customer experience professional who thrives in a start-up environment. Someone who is capable of rapidly building our CX foundation as we go to market in the competitive Direct to Consumer Electronics space, balancing strategy and execution as we grow.

This role orchestrates as effortless a customer experience as possible. You translate the company mission into a world-class customer experience online and offline, prioritizing friction removal above all. You will build the infrastructure of our help center and customer-facing documentation to improve the odds of customer self-service and deflect inbound requests. You will meet the customer where they are to reduce channel-switching and you will establish a metrics-based program to demonstrate continuous improvement.

Duties:

Build and manage the ongoing customer care function, covering US-time zones and all phases of the customer lifecycle.

Establish request intake, triage, escalation and resolution processes across phone, text and online channels.

Define and teach direct reports to actively manage customer interactions with psychological and behavioral practices that reduce the feel side of a customer’s perception of effort, even if the number of things they have to do, or the complexity of the interaction, can’t be changed. 

Prioritize quality of service over efficiency by giving direct reports greater control to manage individual interactions. 

Develop the system of measurement for continuous improvement of customer experience, both as a team and for individual contributors. 

Coordinate with other departments such as engineering, finance, fulfillment, sales, and marketing in the service of product support troubleshooting, client requests, returns and rewards programs.  

Skills and Competencies

Proficiency with building out and managing our Zendesk Suite

• Support
• Guide
• Chat
• Talk
• Gather

Capable of managing Social Customer Care (Sprinklr Modern Engagement or Sprinklr Care experience preferred)

Capable of creating online product tutorials (written, illustrated and video-supported), FAQ content, as well as process documentation for new staff onboarding.

Knowledgeable about choosing and implementing a product reviews response strategy (BazaarVoice, Amazon, and Google Shopping experience preferred).

Leverage knowledge base content and historical solved issues to build an automation-driven chatbot.

Charismatic leader, teacher and motivator.

Understands how to manage project and department operational budgets

Capacity to navigate complexity of supporting business units & multiple-channels;

Solid attention to detail with strong organization and project management skills

Education and Experience

5+ Years’ experience working in customer care or support function.

2+ Years’ experience managing customer care or support function, including primary administrator of company help desk system (Zendesk preferred).

Experience working in product reviews communications.

Working with technology partners to integrate Zendesk with customer relationship management (Dynamics CRM preferred).

Experience writing knowledge base content, including:

• Tutorials
• Guides
• Frequently Asked Questions

Experience building a support staff and designing a customer care onboarding program.

Degree in communications or other relevant field (Masters preferred).