Supervisor Customer Account Support

Dexcom; Manila; Hybrid; PHP 670,000 - 1,004,000; Full time

Benefits offered by this job

Comprehensive benefits

Career development programs

Global growth opportunities

Hybrid work model

Job summary

Dexcom Philippines is seeking a Customer Support Supervisor to lead a team of agents in our Contact Center, supporting patients, healthcare providers and pharmacists. You will drive performance against KPI and partner with quality and training teams to deliver excellent customer experiences.

You’ll coach hourly employees, provide improvement recommendations, and work with commercial leaders to strengthen cross-functional collaboration, CSAT targets, and world-class service delivery.

Qualifications

• Proven leadership skills in a fast-paced corporate environment.
• Strong verbal communication skills, written and spoken.
• Outgoing, confident, and self-motivated with good decision-making.
• Bachelor’s degree and relevant industry experience commonly required.

Responsibilities

• Lead a team of Customer Support agents.
• Measure and improve performance against KPIs and CSAT targets.
• Provide training, coaching, and performance feedback to staff.
• Collaborate cross-functionally with quality, training, and commercial teams.

Skills

Leadership

Communication

Coaching

Team leadership

Education

Bachelor’s degree

Job description

The CompanyDexcom 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 Customer Support Supervisor will lead a team of agents in our Contact Center in support of our products and service to patients, healthcare providers and pharmacists. This individual will ensure support though agent KPIs and working with our quality and training teams to deliver an excellent customer experience. Duties include direct management of hourly employees, coaching employees for success and provide improvement recommendations back to the business based on customer feedback.Where you come in:Leads a team of Customer Support agentsMeasures employee performance against KPIProvides training and follows up through performance appraisals and coachingEnsure team meets and exceeds customer CSAT expectationsStrong interpersonal skills; ability to communicate clearly and effectively in both written and verbal channelsPositive and professional demeanorBuild and lead a world class Customer Service organizationResponsible meeting customer service queue performancePerform ongoing (daily, weekly, monthly, quarterly and annually) evaluation of performance against expectations.Work collaboratively with the commercial leadership teamCross-functional collaboration with other department leaders to further enhance the customer experience as neededAssumes and performs other duties as assigned.What makes you Successful:Proven leadership skills in a fast-paced, dynamic corporate environment.Ability to maintain a pleasant demeanor while working in a high stress environmentOutgoing, confident, and self-motivatedAbility to make sound decisions and take initiativeMust have strong verbal communication skillsMust be flexible and willing to learn and change in a dynamic environmentAbility to be creative with ideas to improve sales and processesWhat 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.Experience and Education Requirements:Typically requires a Bachelor’s degree with 5-8 years of industry experienceInformal management/ team lead experience#LI-HybridTo 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.AI in Hiring Notice: We may use AI supported tools to help make our hiring process more efficient, consistent, and accessible for candidates around the world. All hiring decisions are made by people.At Dexcom, we are committed to providing a fair and inclusive recruitment process, and welcome candidates of all genders and gender identities to apply. If any wording in this description appears unintentionally gendered or exclusionary, please be assured this is not intentional.Should a reasonable accommodation be necessary to aid a disability, requests should be sent to Dexcom Talent Acquisition at [e-mail] .#DexcomPhilippines