You will lead a team of global agents to support the frontline support team, driving relationships between departments and guiding agent development
Job Summary
You will lead a team of global agents to support the frontline support team, driving relationships between departments and guiding agent development.
Key responsibilities include conducting 1:1s, managing performance reviews, overseeing onboarding, monitoring ticket quality, and handling customer escalations.
IDEXX offers a positive and respectful work culture, structured professional development, a great office space with amenities, and a dog-friendly environment.
Matching Summary
You will lead a team of global agents to support the frontline support team, driving relationships between departments and guiding agent development.
Skills & Requirements
Must-have
Lead global support team
Drive team development
Manage daily shift operations
Handle customer escalations
Improve team processes and tooling
Nice-to-have
Good banter is a must
Like of dogs
Flexibility with shift patterns
Key Requirements
18 Month Maternity Cover
Front line leadership experience
Experience with software solutions
Ability to join shift pattern (6am-3pm or 10am-7pm)