Account Support Supervisor Lead
4 days ago
About Our Company
Dexcom Corporation is a pioneer and global leader in continuous glucose monitoring (CGM). Our goal is to improve human health by developing innovative biosensing technology experiences.
Job Overview
The Account Support Supervisor Lead will lead a team of support agents in our Contact Center, ensuring that customers receive the highest level of service and support. This includes direct management of hourly employees, coaching employees for success, and providing improvement recommendations back to the business based on customer feedback.
Main Responsibilities
- Lead a team of Customer Support agents
- Measure employee performance against KPIs
- Provide training and follow 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 for meeting customer service queue performance
- Perform ongoing evaluation of performance against expectations
Key Requirements
- 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
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