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.

Pay Range: $26-$27/hr

Schedule: Five, Eight-hour shifts may be scheduled anytime within our operating hours: Monday through Sunday, 4:00 a.m. to 9:00 p.m. Pacific.

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.