Amplifon Americas, parent company to Miracle-Ear, a world leader in hearing health care, has a strong demand for diverse, authentic, creative, and versatile talent on our Customer Care Team. We are looking for someone who is forward-thinking to help us strive towards everyday excellence while focusing on customer devotion and personal impact to ensure we are acting responsibly in everything we do.

We are seeking a dynamic and experienced Customer Care Team Lead to join our growing organization. In this role, you will oversee a team of Customer Service Representatives, ensure smooth daily operations, and support our commitment to delivering outstanding customer experiences.

Key Responsibilities:

Team Leadership: Coach, mentor, and develop team members on scripting, policies, procedures, and key performance metrics. Performance Management: Monitor and evaluate phone, email, and other customer and Miracle-Ear Store interactions. Provide feedback through coaching and regular performance reviews to drive improvement and success. Escalation Handling: Take ownership of escalated customer and Miracle-Ear issues, ensuring prompt and effective resolution. Quality Assurance: Conduct regular call reviews and quality checks. Deliver constructive feedback to ensure adherence to company standards and policies. Provide other duties as required which may include, but are not limited to reception support, admin support, clinic support, and basic invoicing

Qualifications in this role include, but are not limited to:

Education: High school diploma or equivalent required Work Model: 100% in-person, on-site out of our corporate office in Waco, TX Work Schedule: Mon-Fri, 9am-6pm or 10am-7pm; one Saturday per month and holidays required 2+ years of experience in a call center environment, with 1+ years leading a team Proficient with technology and navigating multiple systems/applications Proven leadership skills with the ability to inspire and guide a team toward achieving individual and group goals. Excellent verbal and written communication skills. Strong problem-solving abilities and a customer-first mindset.

Preferred Experience and Skills:

Experience in sales, marketing, or the healthcare industry is an advantage

Benefits Offered:

Compensation: $18-$19/hour plus incentive Health Insurance: Medical, Dental, Vision Retirement: 401K (with employer match) Work Life Balance: Paid Time Off, Paid Holidays Professional development and growth opportunities within the department and company

About Us:

For over 75 years, Miracle-Ear has led the way in innovation and customer service, helping over 50 million people with hearing loss. With 1,500 franchised and corporately owned retail clinics across the United States, we’ve developed a deep understanding of how to care for customer needs and take pride in improving every customers quality of life.

Through the Miracle-Ear Foundation, we give back to the local communities we serve, with a portion of every hearing aid sold helping someone in need. Fostering a culture of belonging allows us to deliver on our promise of helping millions of diverse customers rediscover all the emotions of sound.

Our parent company, Amplifon, is the global leader in the retail hearing aid industry, operating nearly 10,000 clinics in 29 countries worldwide. In recognition of our commitment to empowering people, we are thrilled to announce that Amplifon has been honored as a "Top Employer 2024" across Europe, the United States, Canada, and New Zealand by the Top Employers Institute.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If selected for an interview, please advise our Human Resources team if you require accommodation during the interview and assessment process and we will work with you to meet your accessibility needs.

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