Customer Service Supervisor

As our Front Office Supervisor, you'll play a key role in delivering an exceptional customer experience while leading and developing a high-performing Customer Service team. Working closely with Sales, Logistics, Audiological Support and Back Office teams, you'll ensure customer enquiries are resolved efficiently, service levels remain high and operational excellence is achieved every day.

In return for your leadership, customer focus and passion for continuous improvement, you'll join a collaborative team where your ideas are valued, your development is supported and your work makes a meaningful difference to people's lives.

More about the role

• Lead, coach and develop the Customer Service Front Office team to deliver outstanding customer experiences.


• Monitor customer service KPIs and implement improvements that enhance service quality, efficiency and customer satisfaction.


• Act as the first point of escalation for complex customer enquiries, complaints and service requests.


• Manage daily operations and workforce priorities to ensure consistent service delivery during peak periods.


• Collaborate with Sales, Logistics, Audiological Support and Back Office teams to deliver seamless customer solutions.


• Identify opportunities to improve processes, customer journeys and operational performance through continuous improvement initiatives.


• Ensure compliance with company policies, quality standards and reporting requirements while contributing to cross-functional projects.

More about you

Essential

• Bachelor's degree or equivalent experience in Business Administration, Customer Experience or a related field.


• 3–5 years' experience in Customer Service, including team coordination or leadership responsibilities.


• Proven experience leading and developing high-performing teams.


• Strong knowledge of customer service operations, KPI management, complaint handling and process improvement.


• Excellent communication, stakeholder management and problem-solving skills.


• Fluent Spanish (native level) and professional working proficiency in English.


• Proficiency in Microsoft Office, SAP/ERP systems, CRM platforms and reporting tools


• Up to 10% travelling within the country

Preferred

• Training or certification in Customer Service, Customer Experience (CX) or Team Management.


• Experience within the medical devices or healthcare industry.


• Knowledge of Lean principles and customer experience methodologies.


• Experience managing organisational change or continuous improvement projects.


• Familiarity with Salesforce or advanced data analysis tools.

More about what we offer

As one of the world's leading hearing care providers headquartered in Switzerland, we're committed to building an inclusive culture. We want to create an environment where you can balance a successful career with your commitments and interests outside of work, through our flexible hybrid working model. We offer a wide range of training opportunities for both your professional and personal development, and there are exceptional growth opportunities with individual development plans.