Customer Care Representative

About this role

About the Role
As a Customer Care Representative, you will join our Roon Support Team, building meaningful relationships with our customers. Interaction by interaction, your role is to ensure customers feel heard and supported in achieving their goals. This individual contributor role is essential in delighting customers with our product and service, while contributing to Roon’s growth and success. You will report to the Head of Roon Support.
What You Will Do

• Serve as the primary point of contact for customer inquiries, providing product information, account support, basic troubleshooting, and escalating issues as needed.

• Deliver exceptional customer support across multiple channels, including the desk system, community site, and social media, for B2C, B2B, and prospective customers.

• Manage, triage, and prioritize customer interactions to ensure timely and effective resolution.

• Support customer retention, engagement, renewals, and win-back efforts to strengthen long-term relationships.

• Maintain and enhance the customer-facing help center.

• Keep customer records accurate and up to date in the ticketing system and internal tools.

• Develop and maintain deep expertise in Roon’s features, updates, partnerships, and certified devices.

• Monitor customer trends and service issues, communicate insights, and advocate for customer needs internally.

• Collaborate with team members and cross-functional partners to achieve shared goals.

What You Need to Be Successful

• Bachelor’s degree in communications, English, related field, or relevant experience.

• Three years of customer support experience, ideally in a technology or software environment.

• Excellent written and verbal communication skills in English, with the ability to deliver clear, engaging customer interactions.

• Strong understanding of customer support processes, including issue identification and effective problem resolution.

• Proficiency with desk systems and the Microsoft Office Suite for managing inquiries and maintaining accurate records.

• Skilled in task prioritization, proactive decision-making, and adapting to evolving products and workflows to support team goals.

Bonus Points if You Have

• Prior experience thriving in remote work environments.

• Comfort and proficiency engaging with customers on community forums.

• A genuine passion for music or active engagement in the audio and music industry.

What Makes You Eligible

• You are eligible to work in the United States.

• You are willing to work remotely in a fully distributed team environment.

• You have mastery of the English language, both written and verbal.

• Due to the distributed nature of our team, you are flexible with your schedule to accommodate core EST hours.

• Successfully complete a background investigation and drug screen as a condition of employment.

What We Offer

• Competitive wellness benefits and 401K Retirement Savings plan.

• An inclusive and diverse work environment that fosters and encourages career development opportunities.

• Flexible work schedule with a culture encouraging work-life integration and collaboration in a global environment.

• Professional development opportunities through HARMAN University’s business and leadership academies and extensive course catalog.

• Tuition Reimbursement.

• Access to employee discounts on world-class HARMAN products (JBL, Harman/Kardon, etc.).

• “Be Brilliant” employee recognition and rewards program.

• An inclusive and diverse work environment that fosters and encourages professional and personal development.

Pay Transparency

$ 44,250 - $ 64,900

Dependent on the position offered, other forms of compensation are also available, such as bonuses or commission.

Pay is based on a wide range of factors, including, without limitation, skill set, experience, training, location, and business need. While the above range is a reasonable estimate of the wage range for this position, please note the disclosed range estimate has not been adjusted for the applicable geographical differential associated with the location where the position may be filled.
Benefits

HARMAN is interested in the health and wellbeing of you and your family and offers a range of benefits designed to support your needs for holistic wellbeing. Benefits and perks may vary depending on the nature of your employment with HARMAN, and may include paid vacation and holidays, paid sick leave, volunteer leave, and paid bonding and care giver leave. Employees may also be eligible to participate in comprehensive medical, dental, and vision plans, fertility support and adoption assistance, Health Savings and Flexible Spending Accounts, retirement savings plan with employer match, short and long term disability coverage, life insurance, and more.

About HARMAN: Where Innovation Unleashes Next-Level Technology

Ever since the 1920s, we’ve been amplifying the sense of sound. Today, that legacy endures, with integrated technology platforms that make the world smarter, safer, and more connected.

Across automotive, lifestyle, and digital transformation solutions, we create innovative technologies that turn ordinary moments into extraordinary experiences. Our renowned automotive and lifestyle solutions can be found everywhere, from the music we play in our cars and homes to venues that feature today’s most sought-after performers, while our digital transformation solutions serve humanity by addressing the world’s ever-evolving needs and demands. Marketing our award-winning portfolio under 16 iconic brands, such as JBL, Mark Levinson, and Revel, we set ourselves apart by exceeding the highest engineering and design standards for our customers, our partners and each other.

If you’re ready to innovate and do work that makes a lasting impact, join our talent community today!

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