Team Lead – Hearing Aid Customer & Technical Support (Remote)

Retail Imaging; Vancouver (WA); On-site; USD 70,000 - 110,000; Full time

Job summary

Retail Imaging in the United States (WA Vancouver area) seeks a hands-on, people-focused leader to guide a customer and technical support team focused on hearing aid devices, accessories, and related services. The role blends supervision, operational coordination, and escalation support to ensure compassionate, effective customer assistance.

The position emphasizes coaching, performance management, and collaboration with repair, warranty, logistics, and product teams to resolve recurring issues

Qualifications

• Two years of leadership experience in a high-volume call center.
• Organized, fast-paced, service-focused.

Responsibilities

• Lead daily performance of a customer and technical support team to meet SLAs and customer experience goals.
• Coordinate operations and serve as the primary contact for day-to-day support and issue resolution.
• Act as escalation resource for complex hearing aid device issues and related services.
• Contribute to process improvements, training, and cross-team collaboration to strengthen workflows.

Skills

Team Leadership

Coaching

Troubleshooting

Communication

Data-driven decisions

Customer service

Education

High School Diploma

Business degree

Job description

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.

Description

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.

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.

Requirements

Required Qualifications

• High school diploma or equivalent required; associate’s or bachelor’s degree in business administration or a related field preferred.
• At least two years of leadership experience in a high-volume call center environment (Team Lead, Supervisor, or similar role).
• Ability to stay organized and follow through on responsibilities in a fast-paced, service-focused environment.
• Strong troubleshooting and problem‑solving skills, with the ability to think clearly and make sound decisions in real time.
• Comfort using performance data and quality feedback to guide coaching and improve team results.
• Clear, respectful communicator who can give direct feedback, support challenging conversations, and build trust within a team.
• Patient and 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.

Physical, Mental, And Sensory Requirements

With or without reasonable accommodation, the following physical, mental, and sensory requirements apply to this role:

• Ability to sit for extended periods while working at a computer and phone.
• Use of hands and fingers to operate a keyboard, mouse, and phone system with consistency and accuracy.
• Ability to view and interpret information on computer screens for extended periods.
• Ability to hear and clearly understand customer communication over the phone.
• Ability to speak clearly and effectively for prolonged periods.
• Ability to maintain focus while working in a fast-paced environment with frequent interruptions.
• Occasional standing, walking, bending, or reaching as needed during the workday.