AUD Talent

  • Manager – Customer Support

    Job Locations US-NJ-Somerset
    Job System ID 2018-6145
    Marketing - All Openings
  • Overview

    Your Hearing Network, a new entrepreneurial division within one of the world’s largest hearing healthcare companies, is looking for a highly proactive Manager, Customer Support to oversee customer activities from our B2B member portal. 


    You will work closely with B2B customers as well as various business teams within the organization to ensure a positive customer experience.  Great for someone who wants to apply their customer support skills as a change agent for a new way of doing business.  Responsibilities include gathering customer feedback, developing FAQs, defining standard operating procedures (SOPs), tracking requests and response times, and providing reporting for all activities from our B2B portal.


    • Proactively identify and correct any issues that could affect client satisfaction and loyalty.
    • Deliver a great experience to B2B affiliates and their staff via phone and email
    • Use your multitasking abilities to field requests from multiple users simultaneously


    This is a new position located in Somerset, NJ, and reports to the Vice President, Digital of Your Hearing Network.  The ideal candidate is as comfortable both speaking directly to our customers as they are working with developers to improve technical performance in the portal.


      • Provide a positive customer experience for our B2B customers using the Your Hearing Network portal
      • Responsible for managing and supporting customer activities originating from our B2B business portal
      • Will need to be knowledgeable of all aspects of the B2B portal, and act as the liaison between B2B customer and internal business teams
      • Collaborate multiple internal teams to deliver quick turn around and follow-up to our B2B customers to improve success
      • Constantly improve on our customer success processes and workflows
      • Develop standard operating procedures for how to handle requests in the future
      • Report and escalate issues identified, and track follow through to resolution
      • Monitor portal performance, and create tickets for bugs and fixes
      • Utilize information from interactions to enhance existing, or develop new customer facing FAQs
      • Ensure that customer requests are received and handled in a timely fashion
      • Provide activity and outcome reporting to team
      • Communicate effectively across internal business units as well as with external partners
      • Create and enhance documentation, processes, protocols and standards


    • Bachelor's degree and work experience in related field
    • 5+ years experience in customer support or client services or similar
    • Energetic and positive attitude to work with varying stakeholders and get them through to the “final mile” of action and outcomes
    • Experience in documenting and developing processes and procedures
    • Excellent organization, multitasking, and prioritization skills  
    • Demonstrated initiative and resourcefulness
    • Excellent oral and written communication skills
    • Ability to present self professionally and intelligently to internal clients/colleagues, and to external partners
    • Healthcare experience preferred


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