Customer Care Manager - Product Support

Department: Customer Care

Location: Scotts Valley, CA or Remote (United States only)

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.

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.

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.

Education / Experience

• 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.

UA Salary Range of Pay: $85,000 - $95,000

Base salary/hourly rate of pay will be based on the cost of labor for the city/state in which the new hire resides, at the time of hire.

UA offers competitive benefits: Profit sharing, Medical/Dental/Vision, 401K Safe Harbor Contribution, Stock Options, Flexible time-off (PTO/Sick Leave/Company Holiday Time-off), etc.

UA Mission: We exist to thrill and inspire music makers everywhere with timeless sound and impeccable craftsmanship, freeing the songs inside and allowing you to sound like the records you love.

UA Vision: In the future, music makers around the world will trust Universal Audio as a friend and creative partner, inspiring them to craft amazing records as naturally as playing their first instrument or singing their favorite song. The best home, project, and professional studios will feature most of the UA equipment from floor to ceiling — ranging from audio interfaces and guitar gear to microphones and software — all of it working together to deliver unrivaled sonics and operational symphony. Our customers will eagerly await each new UA product like a hit record or blockbuster movie, trusting that it may spark them to create the best music of their lives. In doing so, UA will become revered worldwide as the way that music is made.

Universal Audio is an equal employment opportunity employer. Our policy is not to discriminate against any applicant or employee based on race, color, religion, national origin, gender, age, sexual orientation, gender identity or expression, marital status, mental or physical disability, genetic information, or any other basis protected by applicable law. UA also prohibits harassment of applicants or employees based on these protected categories.