Customer Care Manager - Product Support

Job description

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 implem...