Senior Customer Service Agent

At Epidemic Sound, we make soundtracking content simple and inspiring with unlimited access to music and sound effects. Headquartered in Stockholm, with offices all over the world, we are a force of over 500 on a mission to soundtrack the world. Our innovative licensing model paves the way for creators - from YouTubers to small businesses to the world's most recognizable brands such as Netflix, Redbull and BBC - to use sound to enhance their content while simultaneously supporting artists both financially and creatively. Epidemic Sound music is heard 2 billion times a day on YouTube alone and is recognized as one of Europe's fastest-growing companies by the Financial Times. Epidemic Sound is backed by EQT, Blackstone, Creandum, Atwater Capital to name a few.
We are looking for a Senior Customer Service Agent to join our Customer Service team in Stockholm. This position will be based from our HQ office in Stockholm with a flexible hybrid solution.
Job Summary:
As a Senior Customer Service Agent at Epidemic Sound you will play a crucial role in fostering positive relationships with our diverse customer base, as you assist users with various daily inquiries related to the Epidemic Sound product. You will assist both our customers and our team of Customer Service Agents to resolve all second line support issues. Responsibilities:
Working in Epidemic Sound's support system to help customers with various inquiries over email.
Manage copyright related disputes together with our Digital Rights Management team .
Filing and reporting different types of inquiries and delegating questions to other departments.
Communicating with tech, music, and sales departments to solve issues as needed
Keeping up to date with our growing customer base, changes in the product and processes.
Daily administrative tasks for the Customer Service team.
Taking on additional responsibilities such as, but not limited to;
Tech main point of contact for support-related matters.
Point of contact with Sales whenever uncertainty appears.
Suggest updates for knowledge articles and help center articles when needed.
Taking care of and following up on cases on hold.
Team effort resolution responsibility.
Other job assignments provided by the company.
This is a full-time position based in Stockholm reporting to the Head of Customer Service. You will be working closely with our Customer Service management team, and alongside our global team of Customer Service Agents to help and guide you through your work.
Responsibilities:
We're looking for a service-minded person with 4+ years experience within Customer Service. You should be an excellent communicator with a passion for problem solving. As a senior agent you will provide support and mentorship to first line Customer Service Agents. We're looking for a team player who also possesses the ability to work proactively and independently to help us set the standard of excellent Customer Service.
Requirements:
A strong background in Customer Service (experience at a SAAS or fast growing company is a bonus)
Strong communication and interpersonal skills
Proficiency in using customer relationship management (CRM) software (e.g. Salesforce, Zendesk, Hubspot etc.)
Ability to handle multiple tasks simultaneously and prioritize effectively
Attention to detail and accuracy
Ability to learn and adapt to new technologies and processes in a fast-growing company environment
Willingness to take on additional responsibilities and challenges
Fluency in both written and spoken English is required
Equal Opportunity Employer:
We believe that bringing people together from different backgrounds, experiences and perspectives makes for a healthy workplace, a more successful business and a better world. We value diversity and encourage everyone to come and soundtrack the world with us.
Application
Do you want to be a part of our fantastic team? Please apply, in English, by clicking the link below.