VP of Customer Operations

| Chicago
Reverb is seeking a leader who shares in our passion for delighting our customers-- a principle on which we were founded.
This role requires “hands on” leadership and mentoring skills to ensure we are providing top-notch support to our customers. This person will leverage performance management techniques to achieve scale and efficiency-- looking at the big picture and converting high-level needs into action items for our teams.
Our ideal candidate is driven by passion for music and delighting customers, and brings a solid background of customer service best practices. They should be accustomed to managing and deploying critical initiatives simultaneously across teams in a fast-paced environment.
Responsibilities:
  • Promote and enable excellence, upholding customer-centric mentality that Reverb is founded on.
  • Leverage analytics and KPIs to foster product innovation and improved support.
  • Develop support strategy based on quality and quantity, considering performance management, productivity and cost effectiveness across front-lines and tier 2 support.
  • Inspire and mentor a group of 40+ critical thinking problem solvers by driving ongoing training, performance evaluation and promotion.
  • Work with other departmental leaders to ensure that CE(Customer Engagement) team is helping drive new product and marketing initiatives.
  • Establish policies and procedures that accommodate our customers while managing expenses.
  • Expand global support across teams and time zones based on customer demand.
Requirements:
  • Proven people manager with experience overseeing customer support teams of 40+. 
  • Analytical thinker with the ability to pull data and translate that into a meaningful narrative.
  • Architect who can carve out tiers and specializations that promote efficiency and career development.
  • Nimble with a knack for mobilizing resources based on demand.
  • Inspirational leader with demonstrable ability to rally people behind radical change for a good cause.
  • Empathetic listener who is committed to delivering and receiving feedback that promotes growth.
  • Learner who constantly challenges status quo in terms of stats, processes and systems-- forward thinker who anticipates and prepares for challenges while taking calculated risks.
What you'll get:
  • Competitive salary and stock options in a high growth company.
  • No-bureaucracy environment where ownership and initiative is valued.
  • Health insurance and a healthy work environment-- no 80 hour weeks.
  • 401k with 4% match.
  • Flexible vacation and sick days.
  • A MacBook Air, monitor, keyboard, mouse of your choice and standing desk.
  • Discounts on music gear.
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Technology we use

  • Engineering
    • GolangLanguages
    • JavascriptLanguages
    • PerlLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • SqlLanguages
    • SwiftLanguages
    • ReactLanguages

Location

Open, loft-style workspace conveniently located near the Paulina Brown Line.

What are Reverb Perks + Benefits

Reverb Benefits Overview

Not many people can say that they keep a bass guitar next to their desk for an impromptu jam session or that they’ve sung along as their CTO belted out Rage Against the Machine at their annual holiday party, but that’s just a day in the life of a Reverb team member. The team stays motivated through weekly all-company meetings, where several team members give TED-style talks on everything from Taekwondo to improv comedy. Another motivator? The fact that all employees have ownership in the company via stock option plans.

Every two weeks, employees learn from music gear experts from inside and outside of the organization through sessions ranging from “How to Set up Your Amp Without Blowing it Up” to “DJ Basics 101” and each month, several employees are recognized via the “Reverb Badass” prize drawing. Of course, there’s always tons of music, whether at our desks, seeping through the doors of our video room, or at a monthly happy hour — and it’s not uncommon to see a rock star roaming the halls.

Other perks we love? Monthly free lunches, daily healthy snacks, unlimited vacation, and birthday cake. Reverb’s flexible hours and vacation policy also make it an ideal workplace, particularly for musicians who might need to leave early for a gig or take off a few weeks for a European tour. Above all else, employees love working at Reverb because the company is making an impact: Reverb is making the world a more musical place by making it easy to buy and sell music gear.

Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Some Meals Provided
Happy Hours
Professional Development Benefits
Job Training & Conferences
Diversity Program

Additional Perks + Benefits

Competitive salary and stock options in a high-growth company. Flexible vacation and sick days. No-bureaucracy environment where ownership and initiative are valued. Discounts on music gear. 100% coverage on health insurance and a healthy work environment.

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