Supervisor Technical Support

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.

Position Summary:

As a Supervisor, Technical Support at Dexcom, you will lead a team that interacts with patients, parents, and caregivers for people affected by diabetes that use Dexcom products. Your team’s assistance gives the entire family a sense of comfort and ability to move forward with their lives in a positive and productive way. By tapping into your technical expertise and superior communication skills, you can supervise, coach, monitor and develop your customer support team to ensure a high-quality experience for each patient by appropriately engaging and connecting with them as you provide troubleshooting assistance to determine why the service, equipment or feature is inoperable.

Essential Duties and Responsibilities:

• Lead and motivate the Technical Support team: Provide performance feedback and coaching for members of the team with a focus on quality and service effectiveness, Dexcom products, regulatory guidelines, and high standards of customer experience.
• Meet or exceed monthly, quarterly, and annual department metrics.
• Deliver action plans to your Manager on how to achieve performance standards.
• Manage daily work schedules of direct reports to ensure adequate staffing, exceptional transactional quality, and unsurpassed responsiveness in all activities, as well as addressing attendance and performance issues.  
• Establish exceptional relationships with various departments, consultants, external providers, and leadership, resulting in increased process efficiency, improved communications, and reduced cycle time.
• Utilize various sources of data for analysis, suggest opportunities for process improvements, and implement system changes throughout the team.
• Train employees on operational processes and available tools. Plan for intermediate and long-term department needs, computer systems, training, facilities, and supplies.
• This is a working supervisor position, responding to customer escalations and contributing to workload queues when service levels have been exceeded.

Required Qualifications:

• Team supervisor experience working in call center or shared services setting
• Typically requires a Bachelors degree with 5-8 years of industry experience.
• At least 2 years of experience leading a voice team providing customer service or technical support
• Proven ability to troubleshoot in a fast-paced, customer-facing role.
• Excellent verbal and written communication skills, including effective listening skills and ability to communicate accurately and effectively in person, over the telephone, through email and other business correspondence.
• Collaboratively work with other departments in a positive goal - oriented manner. Demonstrate sensitivity regarding timeline obstacles.
• Excellent customer service skills.  Consistent top customer service quality feedback.
• Ability to generate reports, graphs, process instructions, flowcharts.
• Ability to retain detailed information and solve complex problems.
• Display a complete understanding and follow through of all Technical Support policies and procedures.
• Exceeds individual requirements, and able to answer questions from other TS reps, encouraging team environment.
• Proven capability to handle challenging situations.
• Positive attitude with a passion and drive to be amazing!
• Must be an effective trainer and team coach including advanced cross training experience.
• Achieve service level goals and quality targets, managing and coaching employees to department performance standards.
• Identify efficiency opportunities and ensures proactive and professional communication with multiple department - based peers.
• Provide ongoing support and guidance including taking escalation calls, supporting customer problem resolution, providing materials and ensuring goal achievement.
• Implement, communicate and interprets new and existing policies and procedure to staff members. 
• Partner with Field Sales, Inside Sales, Quality, Regulatory and other departments to resolve issues pertaining to customer support and new product launches.
• Work cross functionally, collaboratively with leadership and external business partners.     
• Proven experience in leading teams and delivering results. Able to work flexible hours on a rotating schedule that includes evenings, holidays and weekends.

Travel Required:

• Up to 25%

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.