Lars Wicklund

Led the transition and integration of iZotope’s Tier 2 technical support team following the merger with Native Instruments. Coordinated global support operations across Boston and Berlin, designed training programs for Berlin-based agents, built an internal knowledge wiki to reduce resolution time, acted as escalation point for complex customer issues, coached team members, implemented standardized workflows for bug qualification and tracking, led regular bug triage meetings between Customer Care and QA, and provided insights on trending issues to influence roadmap and fixes.

Mentored, coached, and helped agents develop into positions in Marketing, QA & Sound Design. Hired and trained new customer care agents fostering an environment of passionate learning and customer delight. Fostered a positive and caring team culture centered on collaboration, innovation, and fun. Led bug triage meetings to report trending bugs to the QA maintenance team, improving product quality. Established the first-ever live chat pilot program and expanded it to a full-time designated team after proving its return on investment and value to customers. Mentored and trained the first chat team manager and oversaw the build of a world-class chat experience, achieving a 95% CSAT rating and a first response time of 30 seconds.

Lead a diverse and inclusive team of product experts to provide global cross-brand product support. Mentored agents and provided career guidance helping them pursue career paths to larger roles within Customer Care and the larger organization. Created an internal wiki to foster global knowledge sharing between global teams. Reduced inbound volume by 30% through self-help improvements and optimizations. Coached team members on performance with clear feedback and guidance. Represented the voice of the customer in company product circle meetings to raise awareness and drive bug fixes that improved the customer experience.