Job Description

Responsible for overseeing the operations of the Customer Care team, including customer troubleshooting (email, phone, ticketing, chat), help article creation, and customer community creation/maintenance.


Customer Support 

  • Oversee triage, response, and escalation of customer support requests by phone, email, ticket, and chat
  • Create and maintain escalation procedures for requests
  • Speak with customers directly for high priority cases as needed
  • Collaborate with the product and development teams to relay ticket trends and product enhancements
  • Oversee the maintenance of the Customer Community
  • Create new teams and processes based off differing needs of the business units (Mediasite, Vidable, and GLX)
  • Identify and address inefficiencies in Support processes and workflows
  • Represent Customer Care department during cross-functional product / feature launches
  • Oversee relationship with third party vendors used for Customer Care processes

Voice of Customer 

  • Oversee recording of customer requests for product enhancements
  • Advise on user use cases and testing scenarios
  • Escalate issues appropriately and see through to resolution
  • Collaborate with other CS leaders to prioritize features and fixes based on customer feedback

People Management

  • Train, hire, and manage the Customer Care team members
  • Create professional development opportunities for team members
  • Conduct annual employee performance reviews
  • Coordinate department schedule to ensure appropriate coverage


Experience & Qualifications

  • 5+ years experience working customer technical support
  • People management a positive
  • Experience creating and maintaining customer technical support processes
  • Experience working with a customer ticketing solution
  • Experience working with Enterprise level customers and executive level contacts
  • Excellent written and verbal communication skills
  • Comfortable working in early stage startup environments
  • Experience managing remote employees across multiple time zones preferred

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Contact Information


LinkedIn Profile / Website

Sonic Foundry is an Equal Opportunity Employer

We are an equal opportunity employer that values diversity at all levels. All individuals, regardless of personal characteristics, are encouraged to apply. Diversity and inclusion are both embraced and is a recognized business advantage. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status. Sonic Foundry uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit Employment is contingent upon passing a background check.

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