Supervisor Customer Support, DACH Team

Meet the team: Are you a dedicated leader driven by the impact you can have? At Dexcom, our Technical Support team plays a pivotal role in dealing with issues our customers may face with their Dexcom products. We are customer driven, collaborative and spirited group that thrives on creativity and results. As a Supervisor, Technical Support at Dexcom, you will lead a team that interacts with patients, parents, and caretakers who use Dexcom products. Your team’s assistance gives the entire family a sense of comfort and ability to move forward with their lives in a positive and productive way. Utilizing your technical expertise and leadership skills, you will supervise, coach, monitor, and grow technical support teams to ensure a high-quality experience for each patient. Where you come in: * You will be responsible for leading and motivating the technical support team in the Dexcom GBS facility. Keeping the focus on quality and service effectiveness, Dexcom products and regulatory guidelines, ensuring high-standards of customer experience. * Full employee lifecycle responsibility: hiring, onboarding, career development, retention, engagement and termination, ensuring the exceptional employee experience throughout his/her journey. Contribute to the department’s employee retention goals. * Managing the operations of support channels and ensuring SLA targets are met: voice, web self-service, chat, email, social media. * Deliver action plans to your Manager on how performance standards will be met. * Manage daily work schedules of direct reports to ensure adequate staffing, exceptional transactional quality, and unsurpassed responsiveness in all activities, as well as address attendance and performance issues. * Train employees on operational process and available tools. Plans for intermediate and long-term department needs, computer systems, training, facilities and supplies. * Encourage the team to participate in continuous improvement (CI) related initiatives and actively taking part himself/herself too. Utilise various sources of data to analyse, suggest opportunities for process improvements & implement system changes throughout team. * Establish exceptional relationships with various departments, consultants, external agencies and leadership resulting in increased process efficiency, improved communication, and reduced cycle time. Maintain a collaborative and productive working relationship with their peers. * Contribute to function projects and market launches when required. Contribute to the handling of market escalations and operational outages, involving external teams when needed. * Providing direct support to customers, as needed. * This is a working supervisor position, responding to customer escalations and contributing to workload queues when service levels have been exceeded. What makes you successful: * Degree level educated and/or 2+ years of supervisory experience in a technical support environment. * Fluent in English; a second European language, especially German is a plus. * Excellent communication skills, including effective listening and accurate verbal/written skills. * Strong operational management skills; ability to achieve service level goals and quality targets. * Experience in high-volume customer contact environments and leading teams. * Experience partnering with internal and external stakeholders for customer support and product/process launches. * Skilled with technology, proficient in troubleshooting OS (Windows/Mac), mobile Apps (IOS/Android), and Cloud-based reporting systems. * Ability to generate reports, graphs, process instructions, and flowcharts. * Effective training and team coaching experience, including advanced cross-training. * Knowledge of Continuous Improvement principles/Lean and a track record of successful CI deliveries is advantageous. * Flexible hours on a rotating schedule, including evenings, holidays, and weekends....