[Hiring] Customer Care Manager - Product Support @Universal Audio

Role Description

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.

• 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.

Qualifications

• 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.

Requirements

• 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.

Benefits

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