Supervisor Technical Support - Remote

Overview

The Supervisor, Technical Support at Dexcom plays a pivotal role in leading a team that assists customers with their Dexcom products, ensuring a high-quality experience and compliance with regulatory guidelines.

In Short

• Lead and motivate the technical support team.
• Ensure high standards of customer experience.
• Full employee lifecycle responsibility.
• Manage operations of support channels.
• Meet or exceed department metrics.
• Train employees on processes and tools.
• Encourage continuous improvement initiatives.
• Establish relationships with various departments.
• Provide direct support to customers as needed.
• Respond to escalations and contribute to workload queues.

Requirements

• Bachelor's degree and/or 2+ years of supervisory experience.
• Fluency in English; a second language is a plus.
• Excellent communication skills.
• Strong operational management skills.
• Experience in high-volume customer contact environments.
• Skilled in troubleshooting OS and mobile apps.
• Knowledge of Continuous Improvement principles.
• Effective training and coaching experience.
• Flexibility to work rotating schedules.
• Ability to generate reports and analyze data.

Benefits

• Comprehensive onboarding and training.
• Diverse and inclusive work environment.
• Hybrid working model.
• Additional vacation days.
• Health insurance options.
• Life and accident insurance coverage.
• Private pension plan.
• Health and wellness programs.
• Regular team-building events.
• Exclusive discounts on various services.