Supervisor, Customer Account Services

Job Type

Full-time

Description

About the Company:

MED-EL Corporation is a global leader in hearing implant technology and research. While headquarters resides in Austria, our US branch is based in Durham, North Carolina, at Research Triangle Park.We pride ourselves in being innovators through and through. We bring people the joy of sound through our extensive portfolio of hearing technology and consistently pursue product and process improvement. MED-EL hearing implant systems combine the latest scientific advances, engineering, and manufacturing techniques to offer performance, safety, and reliability. With people at the epicenter of our research and technology, we relentlessly pursue connection-connection to sound, connection to each other, connection to possibility. Here at MED-EL, we are proud to offer a diverse, team-focused culture driven by our passion to support candidates, recipients, their families, and clinical partners.

Our Mission: Delivering leading-edge technology to restore hearing and empower connection.

About the Role:

The Supervisor, Customer Account Services plays a key leadership role in driving day-to-day operations, team performance, and service excellence within a hybrid contact center environment. This position leads, coaches, and supports the Customer Account Services (CAS) team to deliver a high-quality, seamless customer experience across all communication channels; including phone, email, and digital inquiries, while ensuring accuracy in order processing and efficiency in workflows.

In close partnership with the Manager, Customer Account Services, the Supervisor contributes to staffing strategy, performance management, contact center governance, and continuous process improvement initiatives. This role also serves as an escalation point for complex customer issues and collaborates across the broader Customer Care organization to uphold MED-EL's quality, regulatory, and operational standards.

Primary Responsibilities:

Contact Center & Customer Experience Management:

• Oversee day-to-day contact center operations including phone, email, chat, and escalations.
• Monitor call flow, call routing, skill-based assignments, and staffing levels to ensure KPI achievement (AHT, Service Level, Abandon Rate, Queue Times, etc.).
• Serve as the primary escalation point for complex customer issues, ensuring resolution and a positive customer experience.
• Review customer interactions for quality, compliance, and adherence to call-handling expectations
• Partner with Training & Development to maintain call scripts, knowledge base content, and training materials.
• Analyze call metrics and customer feedback to identify trends, coaching opportunities, and process improvement needs.
• Maintain the Daily Stats scorecard and provide reporting on customer service KPIs, call center performance, and operational outcomes.
• Ensure team compliance with HIPAA, FDA, Medicare/Medicaid, and other regulatory requirements in all customer interactions.

• Oversee all order processing workflows including sales orders, warranty replacements, returns, and related documentation.
• Ensure accuracy and timely shipment of all orders in coordination with internal teams.
• Serve as lead on the Quality Check Team to verify the precision and compliance of processed orders.
• Collaborate with cross-functional groups-Insurance Support Services, Audiology Technical Support, Accounting, Product Control, Order Fulfillment, Sales-to support customer needs and drive resolution.
• Maintain Standard Operating Procedures and partner with leadership on policy updates.
• Assist with developing departmental goals, action plans, and efficiency initiatives.
• Provide operational coverage when needed, including queue support and specialist-level tasks

• Recruit, hire, onboard, train, coach, and develop Customer Account Services Specialists.
• Conduct performance evaluations, administer corrective actions when necessary, and manage scheduling, timecards, and attendance.
• Provide ongoing skills coaching, side-by-side monitoring, and developmental feedback to support team success.
• Create a positive, collaborative team culture that prioritizes customer satisfaction, accountability, continuous improvement, and compliance accuracy

• Bachelor's or associate degree preferred.
• Minimum of 5 years of Customer Account experience or equivalent.
• 3-5 years supervisory experience preferred.
• 1-2 years of healthcare industry desirable.
• Excellent written and verbal communication skills.
• Excellent customer service for both internal and external customers.
• Excellent database skills with proficiency in Microsoft Office (Excel, Word, Outlook)
• and ability to learn various systems used by customer care personnel.
• Excellent people skills and the ability to deal with challenging and stressful situations.
• Uphold MED-EL Quality System requirements, detailed operational procedures and
• various regulatory requirements relevant for medical device companies, Medicare, and
• Medicaid Providers.
• Perform under pressure, included time-pressure/deadlines, quality audits, and various
• regulatory (FDA, HIPAA, Medicare, OIG, OCI) inspections, etc.
• Located in - or willing to relocate to - Durham, NC

• Medical, dental, and vision coverage available, effective on the first day of the month following 30 days of active service.
• 401k Match
• Health Savings Account
• Short term and long-term disability paid by the company.
• Company paid life insurance with an option to purchase additional coverage.
• FSA Dependent Care
• Pet Insurance
• Critical Illness
• Accident Insurance
• PTO - 20 days annual that is accrued each pay period. Plus 40 hours Medical/Sick leave annual, prorated from hire date and 9 holidays.
• Employee Assistance Program