Supervisor Customer Account Support

Customer Support Supervisor

Dexcom Corporation (NASDAQ DXCM) is a pioneer and global leader in continuous glucose monitoring (CGM). Dexcom began as a small company with a big dream: To forever change how diabetes is managed. To unlock information and insights that drive better health outcomes. Here we are 25 years later, having pioneered an industry. And we're just getting started. We are broadening our vision beyond diabetes to empower people to take control of health. That means personalized, actionable insights aimed at solving important health challenges. To continue what we've started: Improving human health.

We are driven by thousands of ambitious, passionate people worldwide who are willing to fight like warriors to earn the trust of our customers by listening, serving with integrity, thinking big, and being dependable. We've already changed millions of lives and we're ready to change millions more. Our future ambition is to become a leading consumer health technology company while continuing to develop solutions for serious health conditions. We'll get there by constantly reinventing unique biosensing-technology experiences. Though we've come a long way from our small company days, our dreams are bigger than ever. The opportunity to improve health on a global scale stands before us.

The Customer Support Supervisor will lead a team of agents in our Contact Center in support of our products and service to patients, healthcare providers and pharmacists. This individual will ensure support though agent KPIs and working with our quality and training teams to deliver an excellent customer experience. Duties include direct management of hourly employees, coaching employees for success and provide improvement recommendations back to the business based on customer feedback.

Where you come in:

• Leads a team of Customer Support agents
• Measures employee performance against KPI
• Provides training and follows up through performance appraisals and coaching
• Ensure team meets and exceeds customer CSAT expectations
• Strong interpersonal skills; ability to communicate clearly and effectively in both written and verbal channels
• Positive and professional demeanor
• Build and lead a world class Customer Service organization
• Responsible meeting customer service queue performance
• Perform ongoing (daily, weekly, monthly, quarterly and annually) evaluation of performance against expectations.
• Work collaboratively with the commercial leadership team
• Cross-functional collaboration with other department leaders to further enhance the customer experience as needed
• Assumes and performs other duties as assigned.

What makes you successful:

• Proven leadership skills in a fast-paced, dynamic corporate environment.
• Ability to maintain a pleasant demeanor while working in a high stress environment
• Outgoing, confident, and self-motivated
• Ability to make sound decisions and take initiative
• Must have strong verbal communication skills
• Must be flexible and willing to learn and change in a dynamic environment
• Ability to be creative with ideas to improve sales and processes

What you'll get:

• A front row seat to life changing CGM technology.
• A full and comprehensive benefits program.
• Growth opportunities on a global scale.
• Access to career development through in-house learning programs and/or qualified tuition reimbursement.
• An exciting and innovative, industry-leading organization committed to our employees, customers, and the communities we serve.

Experience and Education Requirements:

• Typically requires a Bachelor's degree with 5-8 years of industry experience
• Informal management/ team lead experience