Customer Support Supervisor

Location: Chicago, IL, United States
Job Number: 4812

About Our Client

Our client is a growing cancer diagnostics organization that has pioneered anatomic pathology solutions for over a century. With around 3,000 employees and $750m in annual revenues, they continue to grow globally and push the envelope with new technology in AI and digital pathology. They have best-in-class technology and the most comprehensive portfolio that spans the entire workflow from biopsy to diagnosis.

About the Opportunity

The person in this position will manage a team of 9 Customer Support Associates that receive inbound calls from customers regarding technical support on the company’s clinical diagnostics instruments.

1. Coach the team, manage their performance, build culture, and reshape the team as needed.
2. Work cross-functionally with customer training, dispatch, informatics, field service engineering, and the repair shop among other internal groups.
3. Work on process improvement initiatives to streamline the customer support function.
4. Conduct regular customer meetings to discuss ongoing support issues and future enhancement workflow for increased optimization.
5. Drive service level requirements, KPIs, and metrics for the team.

About the Job Requirements

1. Three (3) years of supervisory experience as a Customer Support Supervisor in the medical diagnostics space.
2. Strong ability to coach, lead, and mentor a team (beyond just training).
3. Ability to quickly adapt to change and lead the team through change.
4. Experience working with CRM and ERP systems.
5. Experience handling customer escalations.