Team Lead – Hearing Aid Customer & Technical Support (Remote)

Overview

This role supports the daily operations of a customer and technical support team focused on hearing aid devices, accessories, and related services. It combines team leadership, operational coordination, and hands-on escalation support to ensure customers receive clear, compassionate, and effective assistance.

Note: We are unable to hire individuals located in California at this time.

Day in the Life

The responsibilities below outline the core focus areas for this role.

Team Leadership and Performance

• Lead the daily performance of a customer and technical support team, ensuring service levels, quality standards, and customer experience goals are consistently met.
• Use performance metrics and quality feedback to identify trends, provide targeted coaching, and close knowledge or performance gaps.
• Deliver practical, ongoing coaching focused on improving troubleshooting skills, efficiency, and communication.
• Support schedule adherence, review and approve timecards, and help coordinate time-off requests to maintain appropriate coverage.

Operational Support and Coordination

• Serve as the primary point of contact for team questions, issue resolution, and day-to-day support to keep operations running smoothly.
• Keep the team aligned with current procedures, product updates, and best practices related to hearing aid devices, accessories, and support tools.
• Partner with leadership, Quality and Training teams, and internal groups such as repair, warranty, logistics, and product teams to share insights and resolve recurring issues.
• Provide clear summaries of team performance, customer trends, and technical themes to leadership as needed.

Customer and Technical Escalations

• Act as an escalation resource for complex cases involving hearing aid performance, Bluetooth connectivity, charging systems, accessories, repairs, or replacements.
• Support representatives in delivering clear, patient, and empathetic communication, particularly for customers who rely heavily on their devices in daily life.
• Ensure escalated issues are documented accurately and routed correctly for follow-up or resolution.

Process Improvement and Team Development

• Contribute to the improvement of workflows, troubleshooting guidance, and quality standards for hearing aid support.
• Support ongoing training and skill development for Agents and Senior Agents, including product knowledge, technical troubleshooting, and communication skills.
• Participate in hiring, onboarding, and cross-training initiatives to support team growth and stability.

Required Qualifications

• High school diploma or equivalent required; associate’s or bachelor’s degree in business administration or a related field preferred.
• At least two years of leadership experience in a high-volume call center environment (Team Lead, Supervisor, or similar role).
• Ability to stay organized and follow through on responsibilities in a fast-paced, service-focused environment.
• Strong troubleshooting and problem-solving skills, with the ability to think clearly and make sound decisions in real time.
• Comfort using performance data and quality feedback to guide coaching and improve team results.
• Clear, respectful communicator who can give direct feedback, support challenging conversations, and build trust within a team.
• Patient and empathetic approach when supporting customers, especially in sensitive or high-stress situations.
• Experience supporting hearing aids, wearable technology, Bluetooth devices, or other consumer electronics is a plus.

Physical, Mental, and Sensory Requirements

With or without reasonable accommodation, the following physical, mental, and sensory requirements apply to this role:

• Ability to sit for extended periods while working at a computer and phone.
• Use of hands and fingers to operate a keyboard, mouse, and phone system with consistency and accuracy.
• Ability to view and interpret information on computer screens for extended periods.
• Ability to hear and clearly understand customer communication over the phone.
• Ability to speak clearly and effectively for prolonged periods.
• Ability to maintain focus while working in a fast-paced environment with frequent interruptions.
• Occasional standing, walking, bending, or reaching as needed during the workday.