Customer Support Team Lead

About Mars Petcare & Antech:​

Mars Science & Diagnostics is a division of Mars Petcare, a diverse business dedicated to one purpose: A Better World for Pets™. Science & Diagnostics brings together the power of leading pet health science with expertise across diagnostics, data, and technology to change outcomes in pet health. Our veterinary diagnostics businesses including Antech, Heska and scil span point-of-care diagnostic laboratory instruments and consumables including rapid assay diagnostic products and digital cytology services; local and cloud-based data services; practice information management software and related software and support, reference laboratories, veterinary imaging and technology, education and telemedicine with board-certified specialist support services. Our at-home diagnostics offering includes Whistle with smart devices to monitor pet health and Wisdom Panel, the world’s most accurate pet DNA test. For 60 years our Waltham Petcare Science Institute has been advancing science to better understand pet health.

Antech is in the field of veterinary point of care diagnostics. It is dedicated to quality pet care. Through innovation, invention, and strategic partnerships with worldwide leaders in diagnostics and treatments, provides the benefits of the latest generation technologies to veterinarians. Antech's range of complete blood diagnostic solutions include biochemistry, hematology, coagulation, immunoassay, heartworm, as well as other assays. The company is at the forefront of high-definition digital radiology and ultrasound for small and large animals and offers complete allergy solutions from testing and interpretation to immunotherapeutic options.

We are looking for a dedicated and experienced Customer Support Team Lead to join our dynamic team! The ideal candidate will have a strong background in customer service, excellent leadership skills, and a passion for helping others.

As a Customer Support Team Lead, you will be responsible for overseeing the daily operations of the customer support team, ensuring that our customers receive the highest level of service. You will work closely with other departments to resolve customer issues, develop and implement support strategies, and continuously improve our support processes. Your role will also involve training and mentoring team members, monitoring performance metrics, and providing feedback to help the team achieve their goals. If you are a motivated individual with a commitment to excellence and a desire to make a positive impact, we encourage you to apply.

Main responsibilities: 

•  Oversee daily operations of the customer support team.

•  Ensure high levels of customer satisfaction through excellent service. 

•  Develop and implement support strategies and processes. 

•  Train, mentor, and provide feedback to team members

•  Monitor performance metrics and identify areas for improvement

•  Collaborate with other departments to resolve customer issues

•  Handle escalated customer complaints and provide solutions 

• Maintain up-to-date knowledge of company products and services

• Prepare and present regular reports on team performance 

• Foster a positive and productive team environment 

•  Ensure compliance with company policies and procedures 

• Implement and manage customer support tools and technologies

•  Develop and maintain customer support documentation 

•  Stay informed about industry trends and best practices

• Coordinate with the quality assurance team to ensure service standards. 

Your profile: 

•  Bachelor's degree in a related field or equivalent experience

•  Minimum of 3 years of experience in customer support or a similar role

•  Proven leadership and team management skills

•  Excellent communication and interpersonal skills

• Strong problem-solving and conflict resolution abilities

•  Proficiency in customer support software and tools

•  Strong organizational and time management skills

• Experience in developing and implementing support strategies

•  Knowledge of performance metrics and reporting

•  Ability to train and mentor team members

•  Strong attention to detail and accuracy

•  Customer-focused mindset with a commitment to excellence

•  Flexibility to work various shifts, including weekends and holidays

•  Proficiency in Microsoft Office Suite.