Customer Support Agent (Freelance) – Specialist Electronics/Audio – UK/CET Hours

Hours: Part-time to start (approx. 3 days/week), with strong potential to grow to full-time. Full-time hours expected during peak periods. Location: Remote, but must work UK/CET timezone hours. 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 THE ROLE We're looking for a freelance Customer Support Agent to be the first point of contact for our customers, helping music lovers get the best from our award-winning hi-fi products. You'll work across email, live chat, phone, and social media, and need to be comfortable working core UK/CET hours to stay in sync with our team. WHAT YOU'LL BE DOING Core Support - Respond to queries via Zoho Desk, email, live chat, social, and phone in a clear, caring, solution-focused way - Troubleshoot technical issues with jargon-free guidance - Handle warranty and RMA requests: replacements, repairs, refunds - Make outbound calls for complex issues - Collaborate with service centres and global teams to keep customers informed Ticket Management - Respond to a minimum of 50 tickets/day (unless otherwise prioritised) - Maintain 95%+ CSAT - Keep all tickets within 24hr SLA (Mon-Fri) - Monitor feeds/channels AM and PM RMA, Replacements & Refunds - Monitor, respond to, and approve return requests - Monitor Pending Replacement and Refund queues for timely updates Content & Self-Service - Flag content gaps for the Help Centre - Contribute FAQs and troubleshooting steps, written clearly and concisely Team Culture - Champion empathy and customer-first thinking - Work with Product, Marketing, and Operations to share customer insights - Proactively raise recurring issues - Embrace continuous improvement WHAT WE'RE LOOKING FOR - Customer support experience in a technical or electronics setting, ideally audio - Empathetic, clear communicator who genuinely enjoys helping people - Comfortable managing a high volume of tickets while hitting SLA/CSAT targets - Experience with Zoho Desk, Zendesk, or similar platform is a plus - Available to work UK/CET business hours - Experienced in using AI as a copilot, or genuinely open to experimenting with AI tools in your workflow CONTRACT DETAILS Starting at 3 days/week, with the opportunity to move to full-time as the role grows. Full-time hours required during peak trading periods (e.g. launches, sales events). TO APPLY: Please include: - Your CV Only applicants with strong written English and relevant remote support experience will be considered.