> Markdown version of [/jobs/ext/3973639-team-lead-hearing-aid-customer-technical-support-remote](https://www.wearedevelopers.com/jobs/ext/3973639-team-lead-hearing-aid-customer-technical-support-remote). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Team Lead - Hearing Aid Customer & Technical Support (Remote) - **Company:** RETAIL IMAGING MANAGEMENT GROUP, INC. - **Location:** Vancouver, WA, United States (Remote available) - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Bluetooth, Workday - **Published:** October 27, 2026 - **Apply:** https://www.thejobnetwork.com/job/37b54ec4-071e-4a86-87be-3f69d0eda55c/team-lead-hearing-aid-customer-technical-support-remote ## About the Role * 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. ## 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., * 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.