Customer Account Services Team Lead

🔥 4 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

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MED-EL

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1989

🏥 Healthcare

🔧 Hardware

💰 SPINOUT on 1989-01

Healthcare • Hardware

MED-EL is a global medical device company that develops and manufactures hearing implant systems and related audio processors, accessories, and rehabilitation tools to treat various types of hearing loss. Its product portfolio includes cochlear implants (including the TICI invisible cochlear implant), bone conduction implants (BONEBRIDGE), middle ear implants (VIBRANT SOUNDBRIDGE, SAMBA), non‑surgical bone conduction systems (ADHEAR), and audio processors (RONDO, SONNET, SAMBA), along with patient support, clinician resources, and clinic-finder services. MED-EL emphasizes individualized technology, research-driven innovation, MRI safety, and long-term compatibility of its implant systems.

📋 Description

• 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 high customer satisfaction • Process requests and coordinate resolutions • 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 • 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 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

🎯 Requirements

• 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 • Must be located in the United States and in the PST or MTN time zones • Availability to work Monday-Friday, 9:00am-5:30pm PST consistently • Ability to accommodate occasional business-related needs outside regular hours when required

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