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Customer Care Representative

We’re Eargo and we’re on a mission to disrupt and transform the hearing health industry! We’re looking for passionate individuals who jump out of bed in the morning dreaming of new ways to improve the lives of our customers. We’re tech geeks and dreamers. We believe that every voice is unique and every idea is worth talking about. Moreover, we believe in passion and having fun. Because it takes passion to change the world and if you have passion in what you’re doing, you naturally have fun doing it. But, we do have a serious side. Over 48 million Americans currently experience hearing loss and 80% of them do nothing about it. More often than not it’s related to social stigma. This is why we exist…to give people their hearing without the social stigma so that they can go on being the cool person they are. That’s why we get out of bed in the morning and we take that seriously.

Does this sound like a place you want to work? Well, you’re in luck! We’re looking for some great minds to join us on our journey. The Client Operations Manager is a dynamic problem solver who thrives on operational challenges. This role has broad responsibilities throughout the customer lifecycle. Whether driving process or systems improvements, tracking down orders, determining the root cause of a client issue, or monitoring performance metrics, attention to detail and strong organization skills are critical. In addition to the responsibilities listed below, this person must have excellent analytical and communication skills in order to advocate for an enhanced customer experience in partnership with sales, support, audiologists, engineering, manufacturing, and Q/A.                        

Essential Job Duties and Responsibilities                            

  • Serve as an escalation point for any customer order issues across Eargo
  • Establish best practices and/or streamline standard operating procedures
  • Manage the RMA/RFC program, including the business process, systems and execution
  • Receive and perform visual inspection of devices returned for RMA
  • Manage the RFC program, including approval process, ensuring
  • Ensure RMA and RFC devices are returned within 10  business days
  • Oversee complex operational projects as needed
  • Create and/or review Complaint Reports in partnership with Q/A
  • Analyze trends and provide daily/weekly reports
  • Advocate for operational improvements that will increase customer

Minimum qualifications:                                                 

  • 3-7 years of operational, logistical or project management experience
  • Self motivation
  • Impeccable organization and documentation skills
  • Strong written and verbal communication skills
  • Exceptional time management and prioritization skills
  • Ability to troubleshoot and resolve issues in a timely manner
  • BA/BS degree or equivalent practical experience

Preferred qualifications:    

  • Previous experience managing user-facing operations, such as user support
  • Experience with Salesforce.com
  • Experience with RMA process
  • Experience with 3PL partner
  • Experience with medical devices and FDA regulations
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