Regional Customer Support Manager

4 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 specialists and ensuring timely and accurate resolution of customer inquiries and concerns.

Key Responsibilities:

  • Lead and manage a team of customer support specialists to ensure excellent customer service and support
  • Develop and implement strategies to improve customer satisfaction and loyalty
  • Collaborate with cross-functional teams to resolve complex customer issues and improve overall customer experience
  • Monitor and analyze customer feedback and metrics to identify areas for improvement
  • Develop and implement training programs to enhance customer support skills and knowledge

Requirements:

  • Minimum 2 years of management experience in a customer support 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
  • Company paid Short/Long-Term Disability coverage (STD/LTD)
  • 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:

Sonova is an equal opportunity employer. We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate's ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.



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