Bachelor's degree with 13+ years industry experience
Dexcom Inc. is seeking a Senior Manager for Technical Support to oversee customer assistance for its continuous glucose monitoring products. The ideal candidate will have substantial experience in people management, particularly within a high call volume environment, and will play a key role in improving customer service processes and team performance
Job Summary
The role involves overseeing the support of customers encountering problems with Dexcom's continuous glucose monitoring products while supervising representatives across voice, chat, and email channels.
Candidates must ensure staff understands and complies with all elements of the Quality System, regulatory requirements, confidentiality, and privacy standards.
The position offers growth opportunities on a global scale, access to career development through in-house learning programs, and a comprehensive benefits package.
Matching Summary
Match Score: 85
Dexcom Inc. is seeking a Senior Manager for Technical Support to oversee customer assistance for its continuous glucose monitoring products. The ideal candidate will have substantial experience in people management, particularly within a high call volume environment, and will play a key role in improving customer service processes and team performance.
Skills & Requirements
Must-have
5-8 years people management experience
High call volume BPO or healthcare environment
Bachelor's Degree with 13+ years industry experience
Experience developing training programs
Knowledge of Quality System and regulatory requirements
Workforce management and call forecasting skills
Nice-to-have
Supporting highly technical complex product teams
24/7 environment experience
Shared Services organization background
Hybrid work setup amenable
Strong emotional intelligence and leadership style