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. Step into a role that lets you make a real impact while getting your solid taste of team leadership. As a Team Lead for Customer Service Team, this 12-month maternity cover is your chance to lead, coach, and elevate a high-performing team—without needing decades of management experience. You’ll drive KPIs, own key customer touchpoints, and shape service quality across multiple channels. If you’re ready to level up and prove your leadership potential, this is the perfect place to do it. What You Will Do Act as the primary contact for B2B customers across phone, chat, and case management channels Provide Level 1 support, resolving inquiries and escalating issues according to established procedures Maintain accurate customer and interaction data within the CRM system Confidently advise customers on multi-brand product portfolios and provide effective troubleshooting solutions Manage complaints in line with regulatory requirements and deliver a high standard of service Train and support customers based on their specific needs Monitor and develop team members through feedback, coaching, and targeted skill development Identify process improvement opportunities and share recommendations with management. Experience What you bring Customer facing/ call center experience Proven experience leading teams, including coaching and supporting team members Track record of setting, maintaining, and achieving both personal and team KPIs Ability to maintain accurate CRM data to support reporting and trend analysis. Personal competencies Ability to quickly learn and navigate complex product portfolios Highly motivated and driven to deliver an exceptional customer experience in every interaction Strong attention to detail with a consistent, quality-focused approach. At WSA, we provide innovative hearing aids and hearing health services. 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. With us, you will become part of a truly global company where we care for one another, welcome diversity and celebrate our successes. Sounds wonderful? We can't wait to hear from you. WSA is an equal-opportunity employer and committed to creating an inclusive employee experience for all. Regardless of race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status we firmly believe that our work is at its best when everyone feels free to be their most authentic self.