Senior Customer Support Coaching Specialist

Company Description

Reverb is the largest online marketplace dedicated to buying and selling new, used, and vintage musical instruments. Since launching in 2013, Reverb has grown into a vibrant community of buyers and sellers all over the world. By focusing on inspiring content, price transparency, musician-focused eCommerce tools, a music-savvy customer service team, and more, Reverb has created an online destination where the global music community can connect over the perfect piece of music gear.

We believe that music makes the world a better place, which is why our mission is to make the world more musical. Sales on Reverb help support Reverb Gives, which provides youth music education programs across the world with instruments they need to make music.

Job Description

The Senior Coaching Specialist will provide ongoing development and coaching opportunities for Customer Support agents to specialize in providing our users with the Reverb experience, and maintaining quality standards in user interactions. The individual should be able to model a growth mindset, demonstrate the ability to interpret and act on feedback, a willingness to assess efficiency of tools and resources, and possess strong time management skills. This position consists of 70% of the time coaching to the Reverb experience and 30% quality monitoring. 

This is a full-time position located in Chicago, reporting to a Manager on our customer support team. Our hybrid work model offers flexible workplace policies that can accommodate work from home candidates who are comfortable traveling to the office location 4+ times per month.

Primary Responsibilities

• Determine areas of improvement for agents based on scorecards and various reviews of customer interactions. 
• Host bi-weekly meetings with each agent to review and coach interaction data. 
• Align with the Quality team to evaluate user interactions using quality scorecard rubric.
• Identify common career development areas and provide resources and ongoing education for agents.  
• Pursue ongoing understanding of the Reverb experience and coach this to agents to prioritize customer satisfaction. 
• 30% of time spent on quality monitoring. 70% is coaching.

Qualifications

• Minimum of two years in a similar role consisting of coaching and mentoring. 
• Strong empathy and interpersonal skills. 
• Outstanding written and verbal communication skills
• Strong organizational skills.

Additional Information

Reverb offers compensation packages that include base, bonus, and equity in the form of Etsy restricted stock units. Some of our key benefits include but are not limited to the following:

• 100% paid medical, dental, and vision coverage for employees and their eligible dependents (you read it right: no premiums!)
• Life, AD&D, and supplemental long-and short-term disability insurance
• A matching 401(k)
• A generous PTO policy that includes vacation, sick/mental health days plus 11 paid holidays and two floating holidays. 
• 18 weeks of gender-neutral parental leave for the birth or adoption of a child
• Up to $7,500 reimbursement of adoption-related expenses
• Paid sabbatical program
• Ways to give back to your community through a charitable contribution match and volunteer time off

At Reverb, we believe that a diverse, equitable and inclusive workplace makes us a more relevant and resilient company. We welcome people from all backgrounds, ethnicities, cultures, and experiences. Reverb is an equal opportunity employer. We do not discriminate on the basis of race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, or any other legally protected status. We will ensure that individuals with disabilities are provided a reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment.

We know that the impostor syndrome and confidence gap are real. Please do not hesitate to apply!

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