Supervisor Customer Account Support

The CompanyDexcom 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.Meet The TeamAre you passionate about people and driven by the impact you can make? At Dexcom, our Customer Care Support team is at the forefront of empowering health. The queries, feedback and information that we get from having direct interaction with customers lead to insights in making our product and services better in addressing the need. We are looking for an energetic and detail-oriented person to lead our Customer Support team.Where You Come InYou will set clear team goals and expectations.You will complete and monitor KPI metrics and conduct monthly one-on-one sessions with team members to track and support performance.You will identify individual areas for improvement and provide coaching and development opportunities.You will be the contact point for team members and should be approachable, available, and proactive in engaging with them.You will coordinate team meetings and manage timekeeping-related records, such as leave requests and overtime pay.You will ensure a high level of attention to detail and compliance with current SOPs.You will provide regular feedback to the manager while maintaining confidentiality.You will monitor call queues to ensure customer enquiries are handled in a timely manner.You will investigate spikes in calls to determine cause and propose course of action.What Makes You SuccessfulYou have a minimum of 1-2 years experience in a similar role (preferred)You have demonstrated clear leadership and coaching capabilities and communication skills.You have previous experience within the team and in-depth knowledge of internal systems and processes is preferred. You have demonstrated a high level of accuracy and attention to detail in their work.You have maintained an upbeat atmosphere amongst teammates in line with the culture of Dexcom.You have a positive attitude to work and compliance with company policies/procedures.You understand the importance of our roles in improving the lives of those living with Diabetes.You have built strong professional relationships with all colleagues to facilitate an effective team environment.What You’ll GetA front row seat to life changing CGM technology. Learn about our brave #dexcomwarriors community.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 RequirementsTypically requires a Bachelor’s degree with 5-8 years of industry experienceInformal management/ team lead experienceTo all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Dexcom. Only authorized staffing and recruiting agencies may use this site or to submit profiles, applications or resumes on specific requisitions. Dexcom does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to the Talent Acquisition team, Dexcom employees or any other company location. Dexcom is not responsible for any fees related to unsolicited resumes/applications.