Consumer Success Specialist

Consumer Success Specialist - with a focus on service operations and optimization

When you become part of Demant, you also become part of our quest to make a life-changing difference for over 500 million people all over the world who suffer from hearing loss. Working with us, you will be part of a world-leading hearing healthcare group that develops, manufactures, and sells highly advanced, market-leading hearing solutions, diagnostic equipment, and personal communication.
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Join Demant as a Consumer Success Specialist and play a key role in driving and continuously strengthening our innovative support setup for hearing aid users. This is not a typical customer support role — it’s a strategic, data-driven position focused on orchestrating support delivery, optimizing processes, and enhancing consumer experience across markets.

The Consumer Success team is an integral part of Global Marketing within Demant's Hearing Aid group. We are a team dedicated to providing exceptional app support for our hearing aid users worldwide.

The role:

You will help build a robust, scalable support setup. You’ll work closely with internal stakeholders, external 1st-line support providers, and commercial partners to ensure our support services meet the highest standards of quality, efficiency, and user satisfaction. You will become part of a small, highly specialized team that works to ensure best-in-class and consistent consumer experience across markets and our Hearing Aid brands.

Additionally, you will help to strengthen our use of market data and user insights to elevate the support experience and turn real user feedback into actionable insights that drive improvements across our products and digital services.

Working with us, you will receive:

• Full-time work agreement in an international organization
• Learning and development opportunities adapted to your needs and supporting your growth
• Hybrid work model, combining remote work opportunities with work in an office in the Warsaw City Center
• Flexible working hours
• Benefits package including social benefits (private medical health care, insurance, sport card, etc.)
• Scandinavian culture and care about equity, independence, open dialog and work-life balance

What tasks are waiting for you?

• Orchestrating a global external 1st-line support team ensuring compliance with brand-specific expectations, regulatory standards, and partner requirements. 
• Analyzing consumer feedback and support metrics (e.g., CSAT, resolution time, support topics) to identify trends and drive continuous improvement across all channels, including web, email, app, and AI-driven support.
• Work to optimize processes, tools, and workflows to improve efficiency, customer satisfaction, and scalability.
• Take an active part in cross-functional collaboration between operations, brand leadership, and support-partners to enhance the consumer experience.
• Assist users in maximizing their hearing experience by organizing and creating troubleshooting guides and tips.
• Diagnose, understand, and solve user pain points in relation to their app experience

Apply today if:

• You are an experienced customer service specialist or supervisor – 3-5 years’ experience in a support-setting with focus on optimization of processes and operating a support setup
• You have excellent communication and stakeholder management skills, coupled with drive and self-motivation
• You demonstrate strong analytical and problem‑solving skills, enabling you to identify and address process inefficiencies and technical challenges
• You are fluent in English

It would be nice if:

• You have experience supporting consumers within the area of advanced electronics equipment/consumer electronics
• You have experience working with Salesforce Service Cloud, DIXA and Power BI
• Additional language skills are a great plus (e.g. French, German, and Spanish)

Apply today!

If you have any questions, contact the recruiter: Kateryna ktyb@demant.com

Furthermore, we would like to inform you that the company has an internal reporting procedure, which is available at: demantcompliance - Make a report (codeofconduct.app)
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