Customer Account Services Team Lead

Location: Remote (U.S.) Schedule: Monday-Friday, 12:00 PM - 8:30 PM

We are seeking a customer-focused and motivated Customer Account Services (CAS) Team Lead to support our customers, healthcare providers, institutions, and internal teams while helping drive exceptional service and operational excellence. In this role, you will serve as a key point of contact for hospitals, implant centers, research facilities, medical professionals, patients, and caregivers. You will provide guidance on products and services, resolve escalated customer concerns, and act as a mentor and resource for the Customer Account Services team. The ideal candidate is a collaborative leader who excels in a fast-paced environment and is passionate about delivering outstanding customer experiences.

What You'll Do

Customer Support & Relationship Management

• Serve as a primary contact for medical providers, including hospitals, implant centers, research centers, surgeons, audiologists, and educators regarding product and service needs.
• Support patients and family members by providing information and solutions related to products and services.
• Respond to complex inquiries and escalated customer issues while maintaining a high level of customer satisfaction.
• Process requests and coordinate resolutions to ensure excellent customer service standards are met.

Leadership & Team Support

• Motivate, mentor, and coach Customer Account Services Specialists.
• Foster positive communication and collaboration across the team.
• Monitor team workflows and identify opportunities to improve efficiency and customer support outcomes.
• Partner with leadership to address workflow challenges and support operational improvements.
• Serve as a backup resource for Team Lead peers and Customer Account Services leadership when needed.

Operational Excellence

• Act as an Escalation Specialist for complex customer concerns.
• Manage Tier I accounts within assigned regions.
• Float across supported regions as business needs require.
• Review customer complaints and complete Root Cause Determination (RCD) documentation.
• Partner in quality oversight initiatives to ensure compliance and service excellence.
• Support onboarding and development of new team members.
• Participate in special projects and cross-functional initiatives as assigned.

Schedule Requirement: This position is fully remote and requires availability to work the assigned shift of 12:00 PM - 8:30 PM. Candidates should be able to work this schedule consistently and accommodate occasional business-related needs outside regular hours when required.

• Proven experience in customer service, customer support, account services, call center operations, or related fields.
• Demonstrated leadership, mentoring, or team coaching experience.
• Experience supporting healthcare providers, patients, or medical device products.
• Experience working in a regulated industry environment.
• Familiarity with complaint handling and root cause analysis processes.