Customer Account Services Team Lead

About the role

A remote Customer Account Services (CAS) Team Lead is sought to support customers, healthcare providers, institutions and internal teams, acting as a key point of contact for hospitals, implant centers, research facilities, medical professionals, patients and caregivers. The role provides product and service guidance, resolves escalated customer concerns and mentors the CAS team. It is fully remote and requires availability Monday to Friday, 12:00 PM to 8:30 PM, with occasional out-of-hours needs.

Key responsibilities

• Serve as primary contact for medical providers (hospitals, implant centers, research centers, surgeons, audiologists, educators) and support patients and families with product and service information.
• Respond to complex inquiries and escalated issues, process requests and coordinate resolutions.
• Motivate, mentor and coach CAS Specialists; monitor workflows and partner with leadership on operational improvements.
• Act as Escalation Specialist for complex concerns, manage Tier I accounts in assigned regions and float across regions as needed.
• Review customer complaints and complete Root Cause Determination (RCD) documentation.
• Support quality oversight, onboarding of new team members and special projects.

Required profile

• 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 in a regulated industry environment.

Required skills

• Familiarity with complaint handling and root cause analysis processes.
• Ability to work the 12:00 PM to 8:30 PM shift consistently.