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FREE SHIPPING IN THE US – NO MINIMUM

Skullcandy offers free standard shipping on all orders placed for delivery within the lower 48 United States, select "Free Shipping" at checkout. Unfortunately, Hawaii, Alaska and countries outside of the US are not eligible for the free shipping promotion. Be sure that the Free Shipping option is selected at checkout. Please note: All methods of shipment (including expedited shipping) may be delayed due to inclement weather.**NOTE: with UPS as our shipping carrier, we cannot deliver to P.O. Boxes or APO addresses.

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Customer Care Manager Park City, UT

Full-Time


Mission Statement

A vision born on a chairlift, tested in the sand, proven on the urban streets. Skullcandy embodies exclusive designs by some of today’s most notorious artists, fused with team-inspired, state-of-the-art technology in both function and form, remixed to a thumping beat. Our Skullcandy family consists of the “best of the best” from the action sports industry. We are vibrant, outgoing, intelligent employees who work hard and play harder.

Skullcandy is seeking a talented, imaginative and smart Customer Care Manager that genuinely cares about customers and strives to ensure they receive outstanding, market leading customer service.  When it comes to Customer Care, Skullcandy wants to do things differently. The right candidate will continue to build on our achievements and embed the customer experience into the heart of everything we do, delivering and driving an effective and exceptional multi-channel customer experience with particular emphasis on digital support. The Manager will develop and implement tactical plans to support the strategy, incite engagement and resolution satisfaction within each corresponding channel and work cross-departmentally to create relevant social content.

PRIMARY RESPONSIBILITIES:

• Lead, inspire, manage, coach and develop a customer care team to reach their full potential
• Optimize the customer contact platform including people, structures, products, processes and technologies to deliver business and operational objectives
• Act as the digital expert and strategize best in class digital based customer care solutions
• Deliver the human element of a digital strategy i.e. webchat, social media, SMS, etc. and understand when and how each strategy works best
• Enhance customer advocacy and improve customer cross product holdings whilst reducing cost per acquisition
• Develop, test and deploy continuous improvement activities to grow the business in a customer centric and cost effective way
• Use external industry knowledge and relationships to ensure Skullcandy remains ahead of market
• Ensure team properly interacts with audience, monitors posts and commentary and responds across all active key social channels on a daily basis within established service levels
• Ensure teams properly manage incoming media requests via social channels and build relationships with social industry experts and journalists
• Monitor effective benchmarks for measuring the impact of social media programs, and analyze, review, and report on effectiveness of campaigns in an effort to maximize results
• Regularly provide insights gained from social media monitoring into the organization to help evolve the strategies in a timely fashion
• Maintain all online content such as FAQs, knowledge base pages, tutorials, and other customer help sections

REQUIRED SKILLS AND QUALIFICATIONS:

• Bachelor’s Degree in Communications and/or Business Administration, Marketing, Journalism, English, or equivalent experience
• Minimum of five years’ experience in communications, with strong, documented focus in social media
• Demonstrated success in social media support including increased engagement and growth of branded support presence with strong knowledge of Facebook and Twitter
• Strong leadership skills and ability to develop and manage a successful team. Customer-focused, with energetic, motivated positive personality
• Ability to effectively communicate information in written and verbal format, manage staff, build and maintain relationships as well as the ability to lead/influence in a multi-functional and highly collaborative environment
• Strong project management and organizational skills
• Spanish fluency is a plus
• Payment services knowledge strongly preferred. Solid understanding of legal/policy issues in Financial and Payments services social media
• Must have experience of creating, delivering and embedding digital solutions in a customer contact setting
• An exceptional level of interpersonal skills in order to influence internal and external stakeholders to drive business outcomes
• Ability to interpret data and map customer experience journeys across digital and multi-channel

BENEFITS:

• Competitive compensation based on experience
• 401K Matching
• Health Benefits
• Product Discounts
• Discount Ski Pass/ Discount Gym Membership
• Flex Time Scheduling

Thanks for your interest in Skullcandy and this role! If you have any trouble submitting your application through the online portal, please email your resume and cover letter to careers@skullcandy.com with the title as the subject and someone will be in touch if there's a great fit!

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