Consumer Success Specialist

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.

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 Service within Demant's Hearing Aid group. We are a team dedicated to providing exceptional 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 play a key role in the day-to-day operation and continuous improvement of our AI-powered support solutions. You will monitor performance, maintain and optimize the knowledge base, ensure content quality and accuracy, and work closely with internal teams and external partners to improve the consumer experience. As the operational owner, you will identify opportunities for enhancement and help scale and strengthen the solution across brands and markets, ensuring fast, consistent, and high-quality support for our consumers.

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

• Contribute to the daily operation of a global external 1st-line support team, ensuring alignment with brand expectations, regulatory standards, and partner requirements.
• Actively engage with end users to understand their needs, identify pain points, and deliver solutions that enhance their app and overall product experience.
• Create and maintain troubleshooting guides and knowledge bases across channels to help users get the most out of their hearing experience.
• Analyze consumer feedback and support metrics (e.g., CSAT, resolution time, support topics) to identify trends and drive continuous improvement across web, email, app, and AI channels.
• Optimize support processes, tools, and workflows to improve efficiency, satisfaction, and scalability.
• Manage AI-powered support solutions, ensuring high performance, accurate content, and a strong user experience across markets.
• Provide input for continuous optimization and scaling of AI support solutions across brands, markets and languages, and coordinate with internal teams and external partners to resolve issues.

• You have a background in consumer service, support, or service delivery, and a clear understanding of what drives an excellent consumer experience.
• You have hands-on experience operating AI-powered support solutions (e.g. chatbots, automated email support, or similar tools), with a strong interest in leveraging AI to enhance efficiency, customer experience, and support quality.
• You have excellent communication and stakeholder management skills, combined with strong drive and self-motivation.
• You are an analytical problem-solver who can identify opportunities for improvement and translate insights into practical solutions.
• You are fluent in English

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

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