Customer Success Specialist I

Shure Incorporated

Customer Success Specialist I providing customer support for Shure’s audio products. Handling inquiries, technical support, and customer cloud onboarding with proactive problem-solving.

Posted 4/23/2026full-timeNiles • Illinois • 🇺🇸 United StatesMid-LevelSenior💰 $54,700 - $87,600 per yearWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

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)

Requirements

What you’ll need

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

Benefits

Comp & perks

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
volunteering/community involvement opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supportaudio electronicscustomer servicelead managementproblem-solvingdocumentationsoftware license managementcustomer satisfaction monitoringdata analysiscreative solutions

Soft Skills

positive attitudeindependent judgementorganizational skillsattention to detailself-motivatedcommunication skillscomposure under pressurecollaborationfeedback provisiondynamic speaking

Certifications

Bachelor’s degree in businessBachelor’s degree in audio-related fieldBachelor’s degree in Communications