Town of Islip, New York, United States · On-site
WSA - Wonderful Sound for All is a global leader in the hearing aid industry. Together with our 12,000 colleagues in 130 countries, we invite you to help unlock human potential by bringing back hearing for millions of pe…
Skills: Customer Service Management, Leadership, Team Development, Performance Management, Coaching
Bengaluru, Karnataka, India · On-site
Driven by the passion to improve quality of people’s lives, WSA continues to grow as market leader in the hearing aid industry. With our commitment to increase penetration in an underserved hearing care market, we want t…
Skills: Brand Management, Strategic Marketing, Commercial Strategy, B2B Marketing, B2C Marketing
Melbourne, Victoria, Australia · Hybrid
Lead with purpose. Drive performance. Transform lives. WSA is a global leader in the hearing aid industry. Together with our 12,000 colleagues in 130 countries, we invite you to help unlock human potential by bringing ba…
Skills: Consumer Sales, People Leadership, KPI Management, Sales Data Analysis, Remote Team Management
Calgary, Alberta, Canada · On-site
$21/hr–$24/hr
About us: Part of WSA group, HearCANADA's mission is to reframe the world of hearing care and set the highest standards in the world of hearing health. With 110+ clinics across Canada, our teams work collaboratively to p…
Skills: Customer service, Sales, Administrative support, Appointment scheduling, Client relations
Fairfax County, Virginia, United States · On-site
WSA is a global leader in the hearing aid industry. Together with our 12,000 colleagues in 130 countries, we invite you to help unlock human potential by bringing back hearing for millions of people around the world. At …
Skills: Customer Service, Office Administration, Oral Communication, Written Communication, Scheduling Software
Seoul, Seoul, South Korea · Hybrid
사람들의 삶의 질을 향상시키고자 하는 열정을 기반으로, WSA 는 보청기 업계의 선도 기업으로 성장하고 있습니다. 난청인들이 소리를 통해 윤택한 삶을 영위하도록 비즈니스 혁신을 가속화하며 시장을 확대하여 더 많은 사람들에게 더 효과적으로 다가가고자 합니다. 담당 업무 보청기(시그니아/와이덱스) 제품 및 피팅 관련 교육 프로그램 기획 및 운영 내부(Sales/CS/MKT) 및 외부(보청기 센터…
Skills: Audiology, Training Program Planning, Content Development, Technical Support, Presentation Skills
Ottawa, Ontario, Canada · On-site
$21/hr–$24/hr
About us: Part of WSA group, HearCANADA's mission is to reframe the world of hearing care and set the highest standards in the world of hearing health. With 110+ clinics across Canada, our teams work collaboratively to p…
Skills: Sales, Reception, Customer Service, Appointment Scheduling, Hearing Aid Maintenance
Capalaba, Queensland, Australia · On-site
WSA is a global leader in the hearing aid industry. Together with our 12,000 colleagues in 130 countries, we invite you to help unlock human potential by bringing back hearing for millions of people around the world. Par…
Skills: Customer Service, Appointment Scheduling, CRM Software, Administrative Support, Hearing Aid Repair
Singapore, Singapore · On-site
Driven by the passion to improve quality of people’s lives, WSA continues to grow as market leader in the hearing aid industry. With our commitment to increase penetration in an underserved hearing care market, we want t…
Skills: Microsoft Fabric, Power BI, Python, Pandas, SQL
Dublin, Leinster, Ireland · On-site
$22/hr–$24/hr
WSAudiology is a global leader in the hearing aid industry. Together with our 12,000 colleagues in 130 countries, we invite you to help unlock human potential by bringing back hearing for millions of people around the wo…
Skills: Hearing Aid Troubleshooting, Client Care, Sales, Customer Service, Hearing Aid Maintenance
Dublin, Leinster, Ireland · On-site
$22/hr–$24/hr
WSAudiology is a global leader in the hearing aid industry. Together with our 12,000 colleagues in 130 countries, we invite you to help unlock human potential by bringing back hearing for millions of people around the wo…
Skills: Hearing Aid Troubleshooting, Client Counseling, Patient Care, Sales, FDA Compliance
Elfers, Florida, United States · On-site
WSA is a global leader in the hearing aid industry. Together with our 12,000 colleagues in 130 countries, we invite you to help unlock human potential by bringing back hearing for millions of people around the world. Par…
Skills: Hearing Evaluation, Hearing Aid Fitting, Audiology, Patient Counseling, Ear Impression Taking
Sarasota County, Florida, United States · On-site
WSA is a global leader in the hearing aid industry. Together with our 12,000 colleagues in 130 countries, we invite you to help unlock human potential by bringing back hearing for millions of people around the world. Par…
Skills: Hearing Evaluation, Hearing Aid Fitting, Audiology, Patient Counseling, Ear Impression Taking
Singapore, Singapore · On-site
Driven by the passion to improve the quality of people’s lives, WSA continues to grow as the market leader in the hearing aid industry. With our commitment to increase penetration in an underserved hearing care market, w…
Skills: Hearing Aid Research, Speech Analysis, Automation, Testing, C++
Singapore, Singapore · On-site
Driven by the passion to improve the quality of people’s lives, WS Audiology continues to grow as the market leader in the hearing aid industry. With our commitment to increase penetration in an underserved hearing care …
Skills: End-to-end Recruitment, Candidate Sourcing, Pipelining, Interview Scheduling, Employer Branding
Singapore, Singapore · On-site
Driven by the passion to improve the quality of people’s lives, WS Audiology continues to grow as the market leader in the hearing aid industry. With our commitment to increase penetration in an underserved hearing care …
Skills: End-to-end Recruitment, Candidate Sourcing, Pipelining, Interview Scheduling, Employer Branding
Singapore, Singapore · On-site
Driven by the passion to improve the quality of people’s lives, WS Audiology continues to grow as the market leader in the hearing aid industry. With our commitment to increase penetration in an underserved hearing care …
Skills: End-to-end Recruitment, Candidate Sourcing, Pipelining, Interview Scheduling, Employer Branding
Bengaluru, Karnataka, India · On-site
Driven by the passion to improve quality of people’s lives, WSA continues to grow as market leader in the hearing aid industry. With our commitment to increase penetration in an underserved hearing care market, we want t…
Skills: Magento 2, Adobe Commerce, PHP7, LAMP Stack, Object-Oriented Programming
Peoria, Arizona, United States · Hybrid
$60k–$75k/yr
WSA is a global leader in the hearing aid industry. Together with our 12,000 colleagues in 130 countries, we invite you to help unlock human potential by bringing back hearing for millions of people around the world. Par…
Skills: Hearing Evaluation, Hearing Aid Selection, Remote Fitting, Ear Impression Taking, Earmold Modification
New York, New York, United States · Hybrid
$60k–$75k/yr
WSA is a global leader in the hearing aid industry. Together with our 12,000 colleagues in 130 countries, we invite you to help unlock human potential by bringing back hearing for millions of people around the world. Par…
Skills: Hearing Evaluation, Hearing Aid Selection, Remote Fitting, Ear Impression Taking, Earmold Modification
Town of Islip, New York, United States • On-site
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The Customer Service Manager will lead and develop a high-performance team while ensuring operational excellence and superior customer experience. They are responsible for monitoring performance metrics, managing escalated issues, and driving process improvements across the organization.
Candidates must have proven experience in customer service management or a similar leadership role. Strong proficiency in CRM systems, performance metrics, and team coaching is required.
WSA - Wonderful Sound for All is a global leader in the hearing aid industry. Together with our 12,000 colleagues in 130 countries, we invite you to help unlock human potential by bringing back hearing for millions of people around the world.
Our portfolio of technologies spans the full spectrum of hearing care, from distinct hearing brands and digital platforms to managed care, hearing centers and diagnostics locations.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
1. Leadership & Team Development
Build, lead, and maintain a high-performance customer service team culture.
Conduct regular one-on-one meetings focused on coaching, performance, and career
Maintain expertise across all products, processes, and service channels (commercial, key, retail).
2. Customer Experience Management
Ensure all customer interactions are professional, efficient, and solution oriented.
Monitor customer satisfaction metrics for multibrand customers
Manage and resolve escalated customer issues
Act as a champion for the Voice of the Customer (VOC) across the organization.
3. Operational Excellence
Oversee daily workforce management, including staffing, scheduling, and capacity planning.
Ensure service level agreements (SLAs), key performance indicators (KPIs), and compliance requirements are consistently met.
Maintain and update process documentation and standard operating procedures (SOPs).
Manage and ensure completion of training programs, system updates, and new initiative rollouts.
4. Performance Management & Reporting
Address performance gaps through structured action plans and coaching.
Manage attendance and adherence expectations.
Develop and implement incentive and recognition programs.
5. Coaching & Quality Assurance
Conduct regular call evaluations and provide timely feedback (within 48 hours).
Utilize structured coaching methods to improve performance.
Provide real-time support and guidance during customer interactions.
6. Communication & Stakeholder Management
Lead regular team meetings to communicate updates, priorities, and performance expectations.
Promote a culture of open communication and feedback.
Manage escalated customer interactions with professionalism and accountability.
Ensure accurate documentation of customer interactions and escalations in CRM systems (e.g., Salesforce).
7. Employee Engagement & Development
Develop individualized development plans for team members.
Foster a positive, inclusive, and engaging team environment.
Recognize and reward employee achievements and contributions.
Encourage team-building activities
8. Process Improvement
Participate in pilot programs, system enhancements, and innovation initiatives.
Ensure team readiness for new processes through training and communication.
9. Tools & Systems
Maintain proficiency in key systems, ERP,CRM
Proven experience in customer service management or a similar leadership role.
Strong leadership, coaching, and team development skills.
Excellent communication and problem-solving abilities.
Experience managing KPIs, service levels, and performance metrics.
Proficiency in CRM and customer service technologies.
Ability to work cross-functionally and drive operational improvements.
The Company provides equal opportunity to all employees and prospective employees without regard to race, color, creed, religion, national origin, ancestry, sex, age, physical or mental disability, marital status, pregnancy, genetic information, sexual orientation, gender identity, protected veteran or military status, or any other consideration not related to the person’s ability to do the job or otherwise made unlawful by federal, state, or local law.
Driven by the passion to improve quality of people’s lives, WSA continues to grow as a market leader in the hearing aid industry. With our commitment to increase penetration in an underserved hearing care market, we want to accelerate our business transformation in order to reach more people, more effectively. With truly differentiated brands like Widex, Signia, Rexton, Audio Service and Vibe, and with diverse assets across wholesale, retail, online, managed care and diagnostic solutions, we are active in over 130 markets. WSA employs 12,500+ people and is privately owned by the Tøpholm and Westermann families and the Lundbeck Foundation, as well as funds under the management of EQT. As a global leader, our ambition is to unlock human potential by making wonderful sound part of everyone’s life.
Offices: Nymøllevej 6, Lynge, Denmark 3540, DK · 18 Tai Seng Street, #08-08, Singapore, Singapore 53977, SG · Bałtycka 6, Poznan, Greater Poland Voivodeship 61-013, PL · 88/AA, Financial District, Hyderabad, Makthakousarali, Telangana, Hyderabad, 500032, IN · Henri-Dunant Straße, Erlangen, Bavaria 91058, DE
Driven by the passion to improve quality of people’s lives, WSA continues to grow as a market leader in the hearing aid industry. With our commitment to increase penetration in an underserved hearing care market, we want to accelerate our business transformation in order to reach more people, more effectively. With truly differentiated brands like Widex, Signia, Rexton, Audio Service and Vibe, and with diverse assets across wholesale, retail, online, managed care and diagnostic solutions, we are active in over 130 markets. WSA employs 12,500+ people and is privately owned by the Tøpholm and Westermann families and the Lundbeck Foundation, as well as funds under the management of EQT. As a global leader, our ambition is to unlock human potential by making wonderful sound part of everyone’s life.
Offices: Nymøllevej 6, Lynge, Denmark 3540, DK · 18 Tai Seng Street, #08-08, Singapore, Singapore 53977, SG · Bałtycka 6, Poznan, Greater Poland Voivodeship 61-013, PL · 88/AA, Financial District, Hyderabad, Makthakousarali, Telangana, Hyderabad, 500032, IN · Henri-Dunant Straße, Erlangen, Bavaria 91058, DE
