Customer Support Specialist

United States – Remote The Customer Support Specialist (CSS) supports the sales efforts of the organization by delivering exceptional customer service across multiple channels. This role is the backbone of the Customer Success function, ensuring a seamless customer experience while resolving inquiries, managing orders, and supporting internal teams. Responsibilities: Serve customers via phone, email, and other channels by answering inquiries, resolving issues, and fulfilling requests Handle a high volume of inbound calls (60–80+ daily) while maintaining strong service levels Investigate and resolve issues related to orders, shipments, returns, credits, and billing Communicate company policies, pricing, and product information to customers Support order tracking, backorder management, and case management within assigned territories Maintain accurate customer data and documentation in systems such as SAP and CRM tools Collaborate cross-functionally to ensure an effortless customer experience Meet or exceed established KPIs and performance metrics More about you: High school diploma or equivalent required; some college preferred 2+ years of B2B customer service or 3+ years of B2C experience Strong communication, problem-solving, and organizational skills Ability to manage high call volume with professionalism and efficiency Experience with SAP and Microsoft Office tools preferred Strong attention to detail and customer-first mindset A minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova Don't meet all the criteria? If you’re willing to go all in and learn we'd love to hear from you! We are looking forward to receiving your application via our online job application platform. For this position only direct applications will be considered. Sonova does not recruit via app, telegram, carrier pigeon or any other format that does not include speaking with an actual human. If you are offered a job without speaking with someone please contact :[email protected] Sonova Human Resources What we offer: Medical, dental and vision coverage* Health Savings, Health Reimbursement, Flexible Spending/Dependent Care AccountsTeleHealth options 401k plan with company match* Company paid life/ad&d insurance Additional supplemental life/ad&d coverage available Company paid Short/Long-Term Disability coverage (STD/LTD) STD LTD Buy-ups available Accident/Hospital Indemnity coverage Legal/ID Theft Assistance PTO (or sick and vacation time), floating Diversity Day, & paid holidays* Paid parental bonding leave Employee Assistance Program Robust Internal Career Growth opportunities Tuition reimbursement Hearing aid discount for employees and family Internal social recognition platform *Plan rules/offerings dependent upon group Company/location. This role's pay range is between: $20.00 – $26.00 per hour. This role is also bonus eligible. How we work: At Sonova, we prioritize the well-being of our employees and foster an inclusive environment that promotes engagement and collaboration while supporting flexible and effective remote work environments.