Seasoned Team Lead – Hearing Aid Customer & Technical Support (Remote) – Driving Brighthush’s Global Service Excellence

Introduction

Welcome to brighthush, a pioneering leader in the hearing aid industry that blends cutting‑edge technology with heartfelt customer care. Our mission is simple yet profound: to help people hear the world around them with clarity, confidence, and compassion. As a remote‑first organization, we empower our teams to work from anywhere in the United States, fostering a culture of flexibility, collaboration, and continuous learning.

We are currently seeking an experienced and dynamic Team Lead – Hearing Aid Customer & Technical Support to join our growing support family. In this role, you will guide a high‑performing team of customer service agents, ensuring that every call, chat, and email delivers the exceptional experience that brighthush is known for. If you thrive in fast‑paced environments, love coaching others, and have a passion for helping people overcome hearing challenges, we want to hear from you.

Key Responsibilities

Team Leadership & Performance Management

• Lead daily operations for a dedicated customer and technical support team, maintaining service level agreements (SLAs), quality standards, and customer satisfaction targets.
• Analyze performance metrics, quality feedback, and call recordings to identify trends, knowledge gaps, and coaching opportunities.
• Deliver targeted, hands‑on coaching that enhances troubleshooting skills, communication effectiveness, and overall agent confidence.
• Oversee schedule adherence, approve timecards, and coordinate time‑off requests to ensure optimal coverage and workload balance.
• Champion a culture of accountability, recognition, and continuous improvement, celebrating wins and addressing challenges proactively.

Operational Coordination & Process Excellence

• Serve as the primary point of contact for day‑to‑day operational questions, issue resolution, and escalation management.
• Maintain up‑to‑date knowledge of product updates, procedural changes, and best practices related to hearing aid devices, accessories, and support tools.
• Collaborate closely with Quality, Training, Repair, Warranty, Logistics, and Product teams to surface recurring issues and drive cross‑functional solutions.
• Prepare and present concise performance reports, customer trend analyses, and technical insights to senior leadership.
• Lead initiatives to streamline workflows, refine troubleshooting guides, and elevate overall support quality.

Customer & Technical Escalations

• Act as the escalation resource for complex cases involving hearing aid performance, Bluetooth connectivity, charging systems, accessories, repairs, or replacements.
• Coach agents on delivering clear, patient, and empathetic communication, especially when interacting with customers who rely heavily on their devices.
• Ensure accurate documentation, proper routing, and timely follow‑up for all escalated issues.
• Collaborate with product and engineering teams to resolve technical root causes and prevent recurrence.

Process Improvement & Team Development

• Contribute to the continuous improvement of support workflows, troubleshooting guidance, and quality standards.
• Support ongoing training and skill development for Agents and Senior Agents, covering product knowledge, technical troubleshooting, and customer communication.
• Participate in hiring, onboarding, and cross‑training initiatives to build a resilient, high‑performing team.
• Champion a learning culture, encouraging knowledge sharing, peer coaching, and professional growth.

Essential Qualifications

• High school diploma or equivalent required; associate’s or bachelor’s degree in business administration, communications, or a related field preferred.
• Minimum of 2 years of leadership experience in a high‑volume call center environment (Team Lead, Supervisor, or similar role).
• Strong organizational skills with the ability to manage multiple priorities in a fast‑paced, service‑focused setting.
• Excellent troubleshooting and problem‑solving abilities, capable of making clear, data‑driven decisions in real time.
• Proficiency in using performance data and quality feedback to guide coaching and improve team results.
• Clear, respectful communicator who can provide direct feedback, navigate challenging conversations, and build trust within a team.
• Patient, 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.

Preferred Qualifications

• Experience in the hearing aid or broader audio‑technology industry.
• Knowledge of HIPAA regulations and data privacy best practices.
• Familiarity with CRM systems (e.g., Salesforce, Zendesk) and call‑center platforms (e.g., Genesys, Five9).
• Demonstrated success in leading remote teams and fostering a cohesive virtual culture.
• Advanced coaching or instructional design certifications.

Skills & Competencies

• Leadership & Team Building
• Customer‑Centric Mindset
• Technical Troubleshooting
• Data Analysis & KPI Tracking
• Coaching & Mentoring
• Process Improvement (Lean, Six Sigma)
• Communication & Interpersonal Skills
• Adaptability & Resilience
• Time Management & Prioritization
• Conflict Resolution

Career Growth & Learning Opportunities

At brighthush, we believe that investing in our people fuels our collective success. As a Team Lead, you will:

• Progress into senior leadership roles such as Support Manager, Director of Customer Experience, or Head of Technical Support.
• Participate in a structured leadership development program that includes mentorship, executive coaching, and cross‑functional projects.
• Access a robust library of online courses, certifications, and industry conferences to deepen your expertise.
• Lead initiatives that shape the future of hearing aid support, influencing product design, service models, and customer engagement strategies.
• Benefit from a culture that rewards innovation, celebrates achievements, and encourages continuous improvement.

Work Environment & Company Culture

Our remote‑first approach means you can work from any U.S. location, provided you have a reliable internet connection and a suitable home office setup. We foster a culture that values:

• Empathy and compassion for our customers and colleagues.
• Transparency and open communication across all levels.
• Diversity, equity, and inclusion in every aspect of our operations.
• Collaboration across functional teams to deliver seamless customer experiences.
• Continuous learning and personal growth.
• Work‑life balance, with flexible scheduling options and generous paid time off.

Compensation, Perks, and Benefits

• Competitive hourly rate of $26–$27 (equivalent to approximately $54,080–$56,160 annually).
• Performance‑ Apply for this job