Being part of the Customer Success team puts you at the center of the organization, living in the product team at TIDAL. We are a small but mighty team that delivers the best customer experiences to all of our listeners and artists. Our team consists of quality and training, operations, social media and technology.

You Will:

Manage the daily relationship with the call center vendor operations, ensure proper planning, staffing and direction of the operational functions. 

develop and execute any ramp planning based on product launches, marketing initiatives, and other cross functional roadmap activities. 

responsible for ensuring optimal service levels, quality and KPIs are consistently met. 

Manage an outsourced team of customer support advocates

Identify friction within the fan and artist experience and communicate to internal stakeholders and drive policy and process changes. 

Be knowledgeable with current SOW’s and Amendments and provide recommendations for needed changes

Responsible for onboarding and offboarding vendor on TIDAL/Block systems and tools

Work with vendors WFM and TIDAL F&S Team on staffing estimates 

Work with vendor and internal teams to manage any needed staffing adjustments including backfills and manual projects and provide preliminary recommendations (approve/deny) based on performance

Daily supervisor check-ins, acknowledgement of TIDAL announcements, responses to requests for info/data, shared volume of social media verifications, shared results of knowledge checks, and shared results of QA scores

Gather updates, changes & announcements from internal CS team and craft agent-friendly communications to share new resources, campaigns, processes, and tip sheets

Manage overall escalations sent by vendor

Collaborate with Training and Content Managers on needed agents resources as identified by vendor