Customer Account Services Team Lead

MED-EL

. Serve as a primary contact for medical providers, including hospitals, implant centers, research centers, surgeons, audiologists, and educators, regarding product and service needs .

Posted 11/10/2026full-timeRemote • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer service and support within the healthcare sector, with a strong focus on mentoring and team leadership. Proficient in complaint handling, root cause analysis, and operational improvements to enhance customer satisfaction and service excellence.

Highest-signal resume keywords

Customer Service ExperienceLeadership ExperienceHealthcare Provider SupportComplaint HandlingRoot Cause Analysis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SupportAccount ServicesCall Center OperationsRegulated Industry ExperienceOperational Improvements

Soft Skills

MentoringCoachingCommunicationCollaborationProblem-Solving

Industry Keywords

Medical Device ProductsPatient SupportWorkflow ChallengesQuality OversightService Excellence

About the role

Key responsibilities & impact

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 high customer satisfaction
Process requests and coordinate resolutions
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
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 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

What you’ll need

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
Must be located in the United States and in the PST or MTN time zones
Availability to work Monday-Friday, 9:00am-5:30pm PST consistently
Ability to accommodate occasional business-related needs outside regular hours when required