Support Center Lead: Training & Technical Support

bioMérieux; Singapore; On-site; SGD 90,000 - 120,000; Full time

Job summary

bioMérieux is seeking a dedicated Support Center Manager to lead a team of support agents, ensure timely handling of requests, and drive service excellence. You will manage schedules, coach staff, and uphold quality standards.

You will monitor KPIs, optimize processes, collaborate with Level 2/3 support, and ensure compliance with SOPs and data protection. The ideal candidate has 3–5 years in customer support and 2–3 years in a supervisory role, plus fluent English.

Qualifications

• Bachelor’s degree in business, IT, Customer Service Management, or equivalent experience.
• 3–5 years in customer support / contact center / service desk environment.
• 2–3 years in a managing position such as team lead or supervisory role.

Responsibilities

• Lead, motivate and organize a team of support agents, recruitment & onboarding.
• Monitor real-time activity across channels and adjust resources.
• Supervise quality of customer interactions and drive customer-centric mindset.
• Monitor KPIs and report progress to management.
• Identify process gaps and drive continuous improvement in workflows.
• Ensure compliance with internal policies and data protection and governance.

Skills

People management

Communication

Analytical skills

KPIs and dashboards

CRM / ticketing tools

Prioritization & decision-making

Fluent English

Education

Bachelor’s degree in business, IT, Customer Service Management, or equivalent experience

Tools

Salesforce

ServiceNow

Zendesk

Job description

bioMérieux is seeking a dedicated Support Center Manager to lead a team of support agents, ensure timely handling of requests, and drive service excellence. You will manage schedules, coach staff, and uphold quality standards.

You will monitor KPIs, optimize processes, collaborate with Level 2/3 support, and ensure compliance with SOPs and data protection. The ideal candidate has 3–5 years in customer support and 2–3 years in a supervisory role, plus fluent English.