Universal Audio

Customer Support

• Lead and mentor a team of Customer Care Representatives, fostering a culture of excellence and continuous improvement.
• Coordinate daily and weekly tasks in collaboration with department leadership, ensuring efficient operation of customer care activities.
• Provide strategic guidance and support to team members, facilitating their professional development and performance optimization.
• Monitor and maintain high standards of customer service delivery and technical support, resolving escalated issues promptly and effectively.
• Develop and implement training programs for new hires and ongoing training initiatives to enhance team skills and knowledge.
• Collaborate cross-functionally with Product Development and Sales teams to advocate for customer needs and influence product improvements.
• Analyze customer feedback and service metrics to identify trends and areas for improvement, driving initiatives to enhance customer satisfaction and operational efficiency.
• Prepare regular reports on team performance, customer feedback trends, and operational metrics.

Customer Care Manager – Product Support