Customer Care Manager - Product Support

Universal Audio•Scotts Valley, CA

1d•$85,000 - $95,000•Remote

About The Position

Universal Audio is seeking an experienced Customer Care Manager to join our dynamic team. Reporting directly to the Director of Customer Care, this role will oversee a team of representatives with elevated subject matter expertise and problem solving capability. Advanced Product Support delivers world-class support for complex products across multiple lines through channels like email and phone. This Customer Care Manager will play a pivotal role in ensuring customer success and driving the voice of the customer through the business.

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.

Nice To Haves

Bachelor’s degree in Business Administration, Management, or a related field preferred.
Previous experience in customer service management and project management.
Familiarity with customer support tools and systems.

Responsibilities

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.