Customer Account Services Team Lead

MED-EL is seeking a Customer Account Services Team Lead to support customers, healthcare providers, institutions, and internal teams. The role handles customer inquiries and escalations, mentors the service team, and supports operational excellence and quality initiatives.

Responsibilities:

• 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
• 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
• 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

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