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I am Lars Wicklund, a customer care and audio technology professional with 15+ years of experience building, coaching, and scaling global support teams in SaaS and music technology environments. I combine deep audio production and music technology expertise with customer advocacy and operational leadership to improve customer experience, product quality, and team performance. I collaborate across Product, QA, and Engineering to translate technical audio workflows into customer-centered solutions. I am a Certified Scrum Master who thrives on cross-functional partnerships, bug triage, and turning Voice of the Customer insights into roadmap improvements for better products and services.…I am Lars Wicklund, a customer care and audio technology professional with 15+ years of experience building, coaching, and scaling global support teams in SaaS and music technology environments. I combine deep audio production and music technology expertise with customer advocacy and operational leadership to improve customer experience, product quality, and team performance. I collaborate across Product, QA, and Engineering to translate technical audio workflows into customer-centered solutions. I am a Certified Scrum Master who thrives on cross-functional partnerships, bug triage, and turning Voice of the Customer insights into roadmap improvements for better products and services.

Lars Wicklund

Audio Engineer, Audio Mixer, Audio Transcriber, +4

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I am Lars Wicklund, a customer care and audio technology professional with 15+ years of experience building, coaching, and scaling global support teams in SaaS and music technology environments. I combine deep audio production and music technology expertise with customer advocacy and operational leadership to improve customer experience, product quality, and team performance. I collaborate across Product, QA, and Engineering to translate technical audio workflows into customer-centered solutions. I am a Certified Scrum Master who thrives on cross-functional partnerships, bug triage, and turning Voice of the Customer insights into roadmap improvements for better products and services.…I am Lars Wicklund, a customer care and audio technology professional with 15+ years of experience building, coaching, and scaling global support teams in SaaS and music technology environments. I combine deep audio production and music technology expertise with customer advocacy and operational leadership to improve customer experience, product quality, and team performance. I collaborate across Product, QA, and Engineering to translate technical audio workflows into customer-centered solutions. I am a Certified Scrum Master who thrives on cross-functional partnerships, bug triage, and turning Voice of the Customer insights into roadmap improvements for better products and services.

Available to hire

I am Lars Wicklund, a customer care and audio technology professional with 15+ years of experience building, coaching, and scaling global support teams in SaaS and music technology environments. I combine deep audio production and music technology expertise with customer advocacy and operational leadership to improve customer experience, product quality, and team performance.

I collaborate across Product, QA, and Engineering to translate technical audio workflows into customer-centered solutions. I am a Certified Scrum Master who thrives on cross-functional partnerships, bug triage, and turning Voice of the Customer insights into roadmap improvements for better products and services.

Skills

DaVinci Resolve Studio

Experience Level

Expert

Expert

Expert

Expert

DaVinci Resolve Studio

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Intermediate

Intermediate

Intermediate

Language

English

Fluent

Work Experience

Sr. Customer Care Manager at Native Instruments

January 1, 2023 - Present

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.

Customer Care Manager at iZotope

January 1, 2023 - July 22, 2025

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.

Senior Customer Care Manager (Audio Products & Creator Tools) at Native Instruments

January 1, 2023 - Present

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.

Customer Care Manager (Music & Audio Software) at iZotope

January 1, 2016 - January 1, 2023

Managed and scaled Customer Care operations for iZotope’s music production and post-production software. Recruited, onboarded, and trained support agents; launched the company’s first live chat team; developed a Voice of the Customer program; mentored team members into roles across Marketing, QA, and Sound Design; fostered a positive, collaborative, and customer-first culture focused on growth and continuous improvement.

Senior Product Support Agent at Cakewalk

December 1, 2007 - July 1, 2016

Delivered technical support for digital audio workstations, virtual instruments, and music production software. Assisted with pre-sales inquiries, troubleshot complex issues including installations and hardware integration, diagnosed root causes of recurring problems, processed orders and resolved billing inquiries, and supported internal teams and external vendors with technical questions.