Specialist I, Customer Success

Shure

4h•Hybrid

About The Position

The Customer Success Specialist I is a customer-facing role within Shure’s Customer Experience team, ideal for someone who enjoys helping people, solving problems, and working with industry-leading audio products. As the first point of contact, you’ll support customers throughout their journey - answering questions, qualifying needs, providing Tier 1 technical support, and guiding customers through software, cloud onboarding, and renewals. This role offers the opportunity to build deep product knowledge, collaborate with cross-functional teams, and make a direct impact on customer satisfaction and loyalty. If you’re proactive, detail-oriented, and energized by delivering exceptional service in a fast-paced, technology-driven environment, this role provides meaningful responsibility, growth potential, and the chance to represent a globally respected brand. This position will be on a hybrid schedule based out of our Niles, IL HQ!

Requirements

Minimum of 3-5 years of experience working in Customer Service, Hospitality, Sales, or related industry
Positive attitude when communicating and providing support to customers for all types of issues and inquiries
Demonstrated technical proficiency with audio electronics and related components
Ability to exercise independent judgement to complete tasks in creative and effective ways, when necessary
Problem-solving skills and ability to maintain composure and calm in tough situations
Ability to use professional concepts and apply company policies/procedures to work on problems and issues of moderate scope where analysis of situations or data requires a review of a variety of factors.
Strong organizational skills and attention to detail
Self-motivated, works well without daily direction.
Dynamic and well-spoken online and offline
Strong writing skills to constantly communicate with customers through chat and email
Applicants for this position must be currently authorized to work in the United States on a full-time basis. Shure will not sponsor applicants for this position for work visas.

Nice To Haves

Bachelor’s degree in business or audio-related field, Business, Communications, or related field preferred.
Salesforce experience strongly preferred.

Responsibilities

Independently handle all incoming phone calls, emails, and live chat messages regarding pricing, purchasing, tier 1 basic technical support, and repair for all Shure products as the first point of contact.
Maintain comprehensive knowledge of all Shure products and their applications. Offer feedback to improve customer service efficiency and share feature requests and workarounds with the team. Understand product functionality and integration, identify customer needs and pain points, and provide creative solutions. Connect potential buyers with local Shure Representatives.
Managing and responding to incoming leads and opportunity tasks related to all Shure products and lead sources. Responsibilities include onboarding customers to Shure Cloud, handling software license renewals, and managing, qualifying, and cultivating leads for routing to appropriate opportunity tasks across all product categories.
Clearly and consistently document and update customer records based on interactions, transactions, comments, and complaints to monitor and report on customer satisfaction.
Creating and managing Service Cloud contacts and cases in Salesforce, tracking escalated issues to ensure timely resolution for customers, and coordinating and communicating with customers throughout the case lifecycle.
Address and resolve complaints, escalating when necessary, and collaborate with Sales, Dealer Support, Applications Engineering, Marketing, Service, and Repair departments for efficient issue resolution.
Send update emails and phone communications to customers on pending orders, open ticket(s), advanced replacements and RMAs, upcoming changes (firmware, product features, etc.), and general questions and/or concerns.
Performs other duties as assigned (i.e., report trends, patterns, FAQs, frequent complains, common requests, and happy Customers to manager)