Customer Care Lead

Customer Care Lead

Laerdal Medical Benefits Include:

• Generous PTO & Holidays
• Hybrid and Compressed Work Week (for operations-based roles only)
• Comprehensive Medical, Dental, and Vision
• HSA & FSA Account Options, with employer HSA contribution
• 401k with Employer Match & Profit Sharing
• Tuition Reimbursement
• Wellness Reimbursement Program
• Professional Development Opportunities
• Pet Insurance
• Subsidized Cafeteria in NY based office

Position Overview:

The Customer Care Lead is a key contributor to the success and development of the Customer Care team. This role is responsible for onboarding new team members, overseeing quality assurance initiatives, supporting KPI performance, and implementing ongoing training programs. With a strong emphasis on coaching, performance analytics, and continuous improvement, the Lead helps ensure the team consistently delivers exceptional service and contributes to departmental growth and efficiency.

Responsibilities:

Team Development & Coaching:

• Provide feedback to leadership of issues that require
  coaching and mentorship to support individual growth and team success.
• Partner with management to provide insights for
  regular performance reviews and feedback sessions.
• Create and support career development plans in
  collaboration with leadership.

Onboarding & Training:

• Design and deliver onboarding programs for new-hires.
• Develop engaging training materials and resources for ongoing education.
• Tailor training to various learning styles and team roles.
• Maintain accurate training records and documentation.

Quality Management:

• Conduct regularly scheduled quality audits and provide actionable feedback to management.
• Establish and refine quality standards and evaluation criteria.
• Partner with leadership to address performance gaps and reinforce best practices.
• Measure and evaluate team member competencies to ensure alignment with role expectations and support targeted development planning.

KPI Management & Reporting:

• Track and analyze KPIs across the department.
• Generate reports and insights to inform leadership decisions.
• Use date to identify training needs and process improvement opportunities.

Requirements:

• Minimum of 2 years' experience in a customer service leadership, training, or quality assurance role
• Proven ability to coach team members and manage performance in a service-focused environment
• Strong communication, interpersonal, and presentation skills
• Proficiency in CRM platforms and order entry systems (e.g., Salesforce, TalkDesk, Microsoft Office Suite)
• Experience designing and delivering training across multiple formats (in-person, virtual, self-guided)
• Analytical and solutions-oriented, with a focus on process improvement and data-driven decision-making
• Flexible availability within standard service hours (Monday-Friday, 8:00 AM-8:00 PM) and occasional Saturdays
• Ability to work in-office full-time during new hire training periods

Salary Range: $58,000 - $62,000, eligible for 7% annual bonus

Please note that this range does not include any other compensation or benefits that an individual may be eligible for. The salary offered depends on a variety of factors, which may include, but not limited to; the qualifications of the individual applicant for the position, location, level of education attained, and/or professional certifications, years of relevant experience, special skills, etc.

Laerdal Medical Corporation is committed to provide equal employment opportunities to all applicants and employees without regard to race, color, citizenship status, religion, sex, sexual orientation, gender identity, martial status, age, genetic information, status as an individual with a disability, status as a protected veteran or any other legally protected status and to affirmatively seek to advance the principles of equal employment opportunity.