Department: Customer Support
Reports to: Customer Support Manager
Location: Fully remote for candidates based outside the UK, or UK-based hybrid (within travelling distance of London)
Role Type: 3-month contract initially, with the potential to extend or move to a permanent role, depending on business needs. 3-5 days per week depending on your availability. Hours will be Mon-Fri, 9am-5pm UK time
About Us
At Cambridge Audio, we're a different sort of global audio company, resolutely independent and always authentic.
We're on a mission to break down barriers to top-tier sound, so it's not the exception, but the norm. It's what we've been doing for over 50 years, and we're only just getting started.
Our award-winning product lineup includes headphones, lifestyle audio, and premium hi-fi. We also own StreamMagic, our own music streaming platform, plus a music venue and bar called Melomania at our London Bridge HQ.
Work at Cambridge Audio is more than just a job. We're passionate about what we do, and have fun doing it, developing our skills and careers, plus those of the colleagues around us. Learn more at https://cambridgeaudio.com/about-us
Our Culture
A shared love for music and a commitment to exceptional products and customer experience drive us. With strong team spirit across our five global offices, our core values define our work:
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Made By Music - Inspired by shared passion and independence.
- Pride in our product and service - Obsess over detail, always learning and improving.
- Embrace the culture - Integrity, Innovation, Energy, Openness, Teamwork, Diversity, Flexibility, Fun, Music.
- Make an impact - See it through. Go the extra mile.
About the Role
As a Customer Support Agent, you'll be the first point of contact for our customers, helping music lovers around the world get the very best from our award-winning hi-fi products. Whether it's helping someone get the best sound from their CXN100 or resolving a return request with empathy and speed, your role is essential in maintaining the trust and loyalty of our global customer base.
This role requires genuine product knowledge. You'll need to understand hi-fi and audio equipment well enough to give customers real technical guidance, not just follow a script.
Key Responsibilities
Core Support
- Respond to customer queries via Zoho Desk, email, live chat, social, and phone in a clear, caring, solution-focused way
- Troubleshoot technical issues with jargon-free guidance that empowers customers
- Handle warranty and return (RMA) requests, including replacements, repairs, and refunds
- Make outbound calls when required to resolve more complex support issues
- Collaborate with our service centres and global teams to keep customers informed
- Ensure every interaction reflects our values of trust, warmth, and respect
Ticket Management
- Respond to a minimum of 50 support tickets per day (unless otherwise prioritised)
- Maintain a Customer Satisfaction Score (CSAT) of 95% or above
- Ensure all tickets are replied to within 24 hours (Mon-Fri) and remain within SLA
- Monitor feeds and channels (AM/PM) to stay on top of all inboxes
RMA, Replacements & Refunds
- Monitor, respond to, and approve return requests
- Monitor Pending Replacement and Refund queues to ensure timely updates
Content & Self-Service Support
- Flag content needs and improvements for our Customer Help Centre
- Contribute to Help Centre updates with FAQs, troubleshooting steps, and product info, written in a clear, concise and customer-friendly fashion
Team Culture & Collaboration
- Champion empathy, excellence, and customer-first thinking in all you do
- Work closely with Product, Marketing, and Operations to share customer insights
- Proactively raise recurring issues to improve service and product experiences
- Embrace continuous improvement in tools, processes, and customer outcomes
Requirements
- Required: hands-on customer support experience with audio, hi-fi, or consumer electronics products. You should understand how these products work well enough to troubleshoot technical issues, not just handle generic support tickets.
- Empathetic communicator who genuinely enjoys helping people
- Strong organisational skills with the ability to manage multiple priorities
- Proactive mindset and collaborative spirit
- Experience with Zendesk, Zoho Desk, or a similar support platform is a plus
- Experienced in the use of and experimentation with AI as a copilot, or at least genuinely receptive and excited to experiment with AI design tools and integrate them into your workflow
Personal Profile
- A strong passion for helping people and putting the customer first in all that you do
- Calm and solution-focused under pressure, especially during peak periods
- Genuinely curious about audio technology and how products work
- Comfortable working independently in a remote, distributed team
Working Pattern & Duration
3-month contract initially, with the potential to extend or move to a permanent role, depending on business needs. 3-5 days per week depending on your availability. Hours will be Mon-Fri, 9am-5pm UK time. Full-time hours required during peak trading periods (e.g. launches, sales events).
Compensation
Competitive rate, based on experience.
Equal Opportunities
Cambridge Audio is committed to building a diverse and inclusive team. We welcome applications from all qualified candidates regardless of age, disability, gender identity, marital status, race, religion, sex, sexual orientation, or any other protected characteristic. If you need any adjustments to the recruitment process, let us know.
How to Apply
Complete the form to submit your details with CV and cover letter. All applications will be treated in the strictest confidence.
