Role Overview
As our Customer Service Manager at Sound Stock, you’ll oversee our support operations from our Las Vegas headquarters. You’ll manage a growing team, refine support workflows, and ensure that our users—musicians, podcasters, video editors, and game developers—receive fast, empathetic, and effective help across channels.
Key Responsibilities
- Lead and mentor a team of customer support representatives.
- Oversee support operations across email, live chat, and help center.
- Improve response times and customer satisfaction metrics.
- Establish SOPs and training programs to scale service quality.
- Own escalations and ensure timely, effective resolution of complex cases.
- Collaborate with Product and Engineering to resolve bugs and usability issues.
- Gather and present feedback to help guide product improvements.
Qualifications
- 5+ years of experience in customer support, with 2+ years in a management role.
- Background in SaaS, audio tech, or digital content platforms preferred.
- Excellent leadership, communication, and organizational skills.
- Hands-on experience with Zendesk, Intercom, or similar tools.
- Empathy-driven, solution-oriented problem solver.
- Comfortable working on-site in a fast-paced Las Vegas HQ environment.
What We Offer
- Competitive salary and equity package.
- Vibrant, fully-equipped Las Vegas office.
- Comprehensive health, dental & vision benefits.
- Home office stipend & equipment budget.
- Generous PTO and holiday schedule.
- Professional development budget & team retreats.
How to Apply
Sound like a fit? Send your resume and a brief cover letter to apply@soundstock.careers.
Apply Now