Specialist I, Customer Success

Customer Success Specialist I

Be the Voice of Shure as a Customer Success Specialist I. 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 Skokie, IL office!

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)

Qualifications

• Bachelor's degree in business or audio-related field, Business, Communications, or related field preferred.
• Minimum of 3-5 years of experience working in Customer Service, Hospitality, Sales, or related industry
• Salesforce experience strongly preferred.
• 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 to 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 and 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.

Shure's mission is to be the most trusted audio brand worldwide and for over a century, our Core Values have aligned us to be just that. Founded in 1925, we are a leading global manufacturer of audio equipment known for quality, reliability, and durability. We engineer microphones, headphones, wireless audio systems, conferencing systems, and more. And quality doesn't stop at our products. Our talented teams strive for perfection and innovate every chance they get. We offer an Associate-first culture, flexible work arrangements, and opportunity for all.

Shure is headquartered in United States. We have more than 35 regional sales offices, engineering hubs, distribution centers and manufacturing facilities throughout the Americas, EMEA, and Asia.

Join Shure and Amplify Your Impact. Explore our unique culture and learn the key pillars that define our legacy of excellence.

The mix matters. Don't check off every box in the job requirements? No problem! We recognize that every professional journey is unique and are committed to providing an equitable candidate experience for all prospective Shure Associates. If you're excited about this role, believe you've got the skills to be successful, and share our passion for creating an inclusive, diverse, equitable, and accessible work environment, then apply! PAY TRANSPARENCY Shure offers a competitive compensation structure that is reviewed annually to attract, hire, and retain the industry's top talent. Base salaries vary based on qualifications, geography, experience, and expertise in each respective discipline. The range displayed on each job posting reflects the minimum and maximum base salary for the opportunity. The base salary for this position ranges from $54,700 to $87,600. If your salary expectations do not align, still apply as we are often flexible on the seniority of posted positions. All positions also include an award-winning benefits package.

We got you - Our Benefits At Shure, we prioritize the well-being of our Associates. We offer competitive rewards packages to full-time and part-time Associates working 24 or more hours a week that address physical, mental, financial, and overall well-being. Our benefits include comprehensive healthcare, mental health and retirement savings plans, generous paid time off programs, employee discounts, professional development opportunities, work-life balance initiatives, employee recognition programs, and volunteering/community involvement opportunities. To learn more, check out our Benefits At A Glance.