Supervisor Technical Support - Manila

Job description

The Company Dexcom 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 team: The Technical Support team is dedicated to supporting patients, parents, and caregivers who rely on Dexcom Continuous Glucose Monitoring (CGM) technology. Every interaction helps provide confidence, comfort, and peace of mind to people managing diabetes. As a Supervisor, Technical Support, you will lead and develop a high-performing team focused on delivering exceptional customer experiences while ensuring patients receive timely and effective technical support. Where you come in: You lead, motivate, and develop a Technical Support team focused on delivering exceptional customer experiences and technical assistance. You provide coaching, feedback, and performance management to ensure high standards of quality, compliance, and service effectiveness. You supervise and support team members in troubleshooting issues related to Dexcom products, services, and features. You meet or exceed departmental performance metrics across monthly, quarterly, and annual goals. You develop action plans and partner with leadership to drive operational improvements and achieve performance targets. You manage daily staffing schedules to ensure appropriate coverage, service levels, and operational responsiveness. You address attendance, performance, and employee engagement matters in alignment with company policies. You build strong partnerships with cross-functional teams, external providers, and leadership to improve communication and operational efficiency. You analyze data and identify opportunities for process improvements and system enhancements. You train and develop employees on operational processes, tools, and customer support best practices. You support workforce planning activities related to staffing, systems, training, facilities, and operational readiness. You serve as a working supervisor by handling customer escalations and supporting workload queues during high-volume periods. You provide ongoing support and guidance to team members, including escalation management and customer issue resolution. You implement, communicate, and interpret new and existing policies and procedures to the team. You partner with Field Sales, Inside Sales, Quality, Regulatory, and other departments to support customer needs and new product launches. You collaborate cross-functionally with leadership teams and external business partners to support operational initiatives. You perform other relevant tasks and responsibilities as assigned by your manager. What makes you successful: You bring experience leading teams within a call center, shared services, customer service, or technical support environment. You have experience managing voice-based support teams in a fast-paced customer-facing setting. Your troubleshooting and problem-solving skills allow you to effectively resolve complex customer concerns. Your communication skills enable you to interact professionally and effectively across phone, email, and business communications. You demonstrate strong coaching, mentoring, and employee development capabilities. Your customer-focused mindset helps drive high-quality service experiences and customer satisfaction. You are highly organized and capable of managing changing priorities, staffing needs, and operational demands. Your analytical skills allow you to generate reports, interpret data, and identify process improvement opportunities. You bring a collaborative and solution-oriented approach when working with cross-functional teams and stakeholders. Your leadership style promotes accountability, teamwork, and continuous improvement. You are comfortable working flexible schedules, including evenings, weekends, and holidays as part of a rotating schedule. You maintain a positive attitude and a passion for delivering exceptional support experiences. Nice to have: Your background includes experience supporting healthcare, medical device, or highly technical products. Your experience includes advanced cross-training, escalation management, and workforce coordination. What you’ll get: A 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. To 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. #DexcomPhilippines