Greater London, England, United Kingdom · Hybrid
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 initiall…
Skills: Customer Support, Technical Troubleshooting, Audio Equipment Knowledge, Hi-Fi Systems, Zoho Desk
Greater London, England, United Kingdom • Hybrid
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The Customer Support Agent will provide technical guidance and support to customers regarding hi-fi and audio products via multiple channels. Responsibilities include troubleshooting technical issues, managing warranty and return requests, and maintaining high customer satisfaction scores.
Candidates must have hands-on customer support experience with audio or consumer electronics products and the ability to provide technical troubleshooting. Strong organizational skills, an empathetic communication style, and familiarity with support platforms like Zoho Desk or Zendesk are required.
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:
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
Ticket Management
RMA, Replacements & Refunds
Content & Self-Service Support
Team Culture & Collaboration
Requirements
Personal Profile
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.
Made by music since 1968
Based in the heart of London, Cambridge Audio has pursued one simple objective since its inception in 1968: to produce audio equipment that faithfully creates a pure and natural sound #MadeByMusic We at Cambridge Audio are sold on the unfiltered, unadulterated ‘British Sound.’ From our iconic P40 amplifier to the award-winning Evo all-in-one music system and globally acclaimed Melomania true wireless earphones, we design each product from the ground-up to deliver the purest and most faithful reproduction of your music. We believe a great company is created by employing the best people. Attitude and a cultural fit are all important when we recruit. So if you’re a music lover with a keen interest in hi-fi/technology, don't hesitate to get in touch!
Offices: Gallery Court, Hankey Place, London, SE1 4BB, GB · Alter Wandrahm, Hamburg, 20457, DE · 22-28 Tai Chung Road, 10th Floor Hale Weal Industrial Building,, Chai Wan Kok, Tsuen Wan HK, HK · 600 W Jackson Blvd, Chicago, Illinois, US
Made by music since 1968
Based in the heart of London, Cambridge Audio has pursued one simple objective since its inception in 1968: to produce audio equipment that faithfully creates a pure and natural sound #MadeByMusic We at Cambridge Audio are sold on the unfiltered, unadulterated ‘British Sound.’ From our iconic P40 amplifier to the award-winning Evo all-in-one music system and globally acclaimed Melomania true wireless earphones, we design each product from the ground-up to deliver the purest and most faithful reproduction of your music. We believe a great company is created by employing the best people. Attitude and a cultural fit are all important when we recruit. So if you’re a music lover with a keen interest in hi-fi/technology, don't hesitate to get in touch!
Offices: Gallery Court, Hankey Place, London, SE1 4BB, GB · Alter Wandrahm, Hamburg, 20457, DE · 22-28 Tai Chung Road, 10th Floor Hale Weal Industrial Building,, Chai Wan Kok, Tsuen Wan HK, HK · 600 W Jackson Blvd, Chicago, Illinois, US
