Customer Care Manager – Product Support
Universal Audio
full-time
Posted on:
Location Type: Remote
Location: California • United States
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Salary
💰 $85,000 - $95,000 per year
About the role
- 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.
Requirements
- Proven leadership experience in a customer support environment, ideally within the technology or consumer electronics industry.
- Strong understanding of customer service principles and practices, with a commitment to delivering exceptional customer experiences.
- Excellent communication and interpersonal skills, capable of effectively interacting with diverse stakeholders.
- Analytical mindset with strong problem-solving abilities and attention to detail.
- Technical proficiency with audio recording equipment, digital audio workstations (DAWs), and troubleshooting principles preferred.
- Ability to thrive in a fast-paced, dynamic environment, managing multiple priorities effectively.
- Bachelor’s degree in a relevant field preferred, or equivalent combination of education and experience.
Benefits
- Profit sharing
- Medical/Dental/Vision
- 401K Safe Harbor Contribution
- Stock Options
- Flexible time-off (PTO/Sick Leave/Company Holiday Time-off)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer service principlesproblem-solvinganalytical skillstraining program developmentperformance optimizationtechnical supportaudio recording equipmentdigital audio workstationstroubleshooting principles
Soft Skills
leadershipmentoringcommunication skillsinterpersonal skillscollaborationattention to detailadaptabilitytime management
Certifications
Bachelor’s degree