Customer Care Manager – Product Support

Universal Audio

Customer Care Manager leading a team to deliver exceptional customer support for Universal Audio products. Fostering team excellence and driving customer satisfaction initiatives.

Posted 4/16/2026full-timeRemote • California • 🇺🇸 United StatesMid-LevelSenior💰 $85,000 - $95,000 per yearWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

Profit sharing
Medical/Dental/Vision
401K Safe Harbor Contribution
Stock Options
Flexible time-off (PTO/Sick Leave/Company Holiday Time-off)

ATS Keywords

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Applicant Tracking System Keywords

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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