Regional Customer Support Manager

3 days ago

Aurora, Illinois, United States Sonova USA, Inc. Full time
About the Role

We are seeking a highly skilled and experienced Regional Customer Support Manager to join our team at Sonova USA, Inc. As a key member of our Customer Support Organization, you will be responsible for leading a team of customer support professionals and ensuring timely and accurate resolution of customer inquiries and concerns.

Key Responsibilities
  • Lead and manage a team of customer support professionals to ensure excellent customer service and support.
  • Develop and implement strategies to improve customer satisfaction and loyalty.
  • Collaborate with cross-functional teams to identify and resolve customer issues.
  • Provide coaching and training to team members to enhance their skills and knowledge.
  • Monitor and analyze customer feedback and metrics to inform business decisions.
Requirements
  • Minimum 2 years of management experience in a customer-facing role.
  • Minimum 5 years of experience in a customer support environment or relevant work experience.
  • Proven ability to manage and motivate employees.
  • Passionate about servicing customers.
  • Previous experience with Work Force Management system.
  • Demonstrated ability to adjust priorities and manage time in a fast-paced environment.
What We Offer
  • Competitive salary range: $85,000-$122,000.
  • Bonus eligibility.
  • Medical, dental, and vision coverage.
  • Health Savings, Health Reimbursement, Flexible Spending/Dependent Care Accounts.
  • TeleHealth options.
  • 401k plan with company match.
  • Company-paid life/AD&D insurance.
  • Additional supplemental life/AD&D coverage available.
  • Company-paid Short/Long-Term Disability coverage (STD/LTD).
  • STD LTD Buy-ups available.
  • Accident/Hospital Indemnity coverage.
  • Legal/ID Theft Assistance.
  • PTO (or sick and vacation time), floating Diversity Day, & paid holidays.
  • Paid parental bonding leave.
  • Employee Assistance Program (24/7 mental health support hotline, 5 company-paid counseling sessions and more).
  • Robust Internal Career Growth opportunities.
  • Tuition reimbursement.
  • Hearing aid discount for employees and family.
  • Internal social recognition platform.
  • D&I focused: D&I council and employee resource groups.
About Sonova USA, Inc.

Sonova USA, Inc. is a leading provider of innovative hearing care solutions. We are committed to helping people enjoy life's unforgettable moments by bringing sound to life. Our team is passionate about servicing customers and creating a supportive and motivating workplace where innovation thrives.

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