Job Description

Hello! We’re looking for a Customer Success Agent to join the Jean Paul team. If you play a brass or woodwind instrument and like helping people, keep reading!

WHAT WE’RE LOOKING FOR YOU’RE A MUSICIAN: Music is one of your passions and you love sharing it with others.

YOU’VE GOT A TEACHER IN YOU: You can explain complex concepts (or things others don't know well) in simple terms. You are a clear communicator and you know that the best way to learn something well is to be able to teach it.

CURIOUS: You’re an eager learner too. You may not know (yet) all of the inner workings of a saxophone, but it’s something that is up your alley!

SOLUTION-ORIENTED: You actively seek solutions when confronted with problems. Sometimes you don’t have all the information you wish you had in order to make a perfect decision. The important thing here is being able to reach the best possible solution given the situation and constraints.

INDEPENDENT: You’re someone who thrives working autonomously and don’t need much (if any) oversight to get things done.

EMPATHETIC: Looking at things from someone else’s point-of-view, or putting yourself in someone else’s shows, comes naturally to you.

Above all, you’re a fast learner!

YOUR RESPONSIBILITIES In a nutshell, your job is to help customers achieve success with their instrument purchase. And that ends up meaning something a little different to each person! Some are kids, some are parents, some are professional musicians, and some are getting back into it after a long hiatus.

It’s a dynamic position where you’re working with customers that have run into trouble with their instrument, but also working proactively with our team to find solutions to future problems before they come up. Here are some things you’ll be doing on a day-to-day basis:

• Responding to customers’ queries via email and phone.
• Setting up video conferences with customers to help them debug and resolve problems they are having with their instrument.
• Documenting and improving our internal support processes.
• Organizing documentation for our Help Desk, so customers can find answers on their own.
• Consolidating insights from customers and communicating with our team.

Company Description

Jean Paul is a direct-to-consumer manufacturer of wind instruments (saxophones, clarinets, flutes, trumpets, and trombones). We build quality instruments at fair prices so anyone can play. You can read more about us on our website: https://jeanpaulusa.com/pages/our-story