Vendor Manager, Customer Support

Company Description
TIDAL was founded for artists by artists as the next innovative streaming platform to bring value back to the music industry. We empower artists with the products, resources, services, and content required to take control of their careers and connect more deeply with fans. Available in over 60+ countries, TIDAL continues to help artists break down economic barriers to continue creating what's next in culture. TIDAL is part of Block, Inc. (NYSE: SQ), a global technology company with a focus on financial services.
Job Description
Being part of the Customer Success team puts you at the center of the organization, living in the product team at TIDAL. We are a small but mighty team that delivers the best customer experiences to all of our listeners and artists. Our team consists of quality and training, operations, social media and technology.
You Will:

• Manage the daily relationship with the call center vendor operations, ensure proper planning, staffing and direction of the operational functions.
• develop and execute any ramp planning based on product launches, marketing initiatives, and other cross functional roadmap activities.
• responsible for ensuring optimal service levels, quality and KPIs are consistently met.
• Manage an outsourced team of customer support advocates
• Identify friction within the fan and artist experience and communicate to internal stakeholders and drive policy and process changes.
• Be knowledgeable with current SOW's and Amendments and provide recommendations for needed changes
• Responsible for onboarding and offboarding vendor on TIDAL/Block systems and tools
• Work with vendors WFM and TIDAL F&S Team on staffing estimates

• Work with vendor and internal teams to manage any needed staffing adjustments including backfills and manual projects and provide preliminary recommendations (approve/deny) based on performance
• Daily supervisor check-ins, acknowledgement of TIDAL announcements, responses to requests for info/data, shared volume of social media verifications, shared results of knowledge checks, and shared results of QA scores
• Gather updates, changes & announcements from internal CS team and craft agent-friendly communications to share new resources, campaigns, processes, and tip sheets
• Manage overall escalations sent by vendor
• Collaborate with Training and Content Managers on needed agents resources as identified by vendor

Qualifications

• 5+ years of experience in prior vendor management roles, driving agent performance, informing the business of issues, communicating to QA/Eng issues
• 5+ years experience in Call Center Management/BPO Management with extensive knowledge working with outsourced vendors
• 5+ years experience with evaluation and leadership of off-shore operations
• Solid outsourced Contact Center or BPO management experience with inbound, outbound, chat and email
• Ability to travel up to 25% of the time and lead and inspire an inhouse workforce (Travel to include International locations)
• Leadership skills and people management skills derived from having direct and indirect responsibility for building and managing cohesive teams
• Financial services experience in lending and regulatory understanding

Additional Information
Block takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate's starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.
Zone A: USD $101,500 - USD $152,300
Zone B: USD $94,400 - USD $141,600
Zone C: USD $86,300 - USD $129,500
Zone D: USD $76,200 - USD $114,200
To find a location's zone designation, please refer to this resource . If a location of interest is not listed, please speak with a recruiter for additional information.
Full-time employee benefits include the following:

• Healthcare coverage (Medical, Vision and Dental insurance)
• Health Savings Account and Flexible Spending Account
• Retirement Plans including company match
• Employee Stock Purchase Program
• Wellness programs, including access to mental health, 1:1 financial planners, and a monthly wellness allowance
• Paid parental and caregiving leave
• Paid time off (including 12 paid holidays)
• Paid sick leave (1 hour per 26 hours worked (max 80 hours per calendar year to the extent legally permissible) for non-exempt employees and covered by our Flexible Time Off policy for exempt employees)
• Learning and Development resources
• Paid Life insurance, AD&D, and disability benefits

These benefits are further detailed in Block's policies. This role is also eligible to participate in Block's equity plan subject to the terms of the applicable plans and policies, and may be eligible for a sign-on bonus. Sales roles may be eligible to participate in a commission plan subject to the terms of the applicable plans and policies. Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.
US and Canada EEOC Statement
We're working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other legally protected class.
We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we're doing to build a workplace that is fair and square? Check out our I+D page .
Additionally, we consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.
We've noticed a rise in recruiting impersonations across the industry, where individuals are sending fake job offer emails. Contact from any of our recruiters or employees will always come from an email address ending with @ block.xyz , @ squareup.com , @ tidal.com , or @afterpay.com, @ clearpay.co.uk .
Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.
While there is no specific deadline to apply for this role, on average, U.S. open roles are posted for 70 days before being filled by a successful candidate.