Customer Care Team Lead – AI-Driven Support

Novanta Inc.; New York (NY); Hybrid; USD 55,000 - 82,000; Full time

Benefits offered by this job

Medical benefits

401(k) plan

Paid time off

Competitive compensation

Job summary

Novanta Inc. is seeking a Customer Care Supervisor in New York to lead a team of Customer Care Representatives supporting life sciences, medical, imaging, and automation applications.

You will drive order management, issue resolution, and service excellence across the customer lifecycle, collaborating with Sales, Operations, Engineering, and Supply Chain. You're a hands-on leader who fosters accountability, continuous improvement, and talent development, leveraging AI-enabled tools to boost

Qualifications

• Experience leading and developing teams with clear expectations and accountability.
• Proven record of delivering exceptional customer experiences and driving satisfaction.
• Ability to manage competing priorities and use data to guide decisions.
• Experience using business systems, data, and AI-enabled tools to boost productivity.

Responsibilities

• Lead, coach, and develop a team of Customer Care Representatives to deliver exceptional customer service, drive engagement, and achieve performance goals.
• Oversee day-to-day customer care operations, including workload management, service execution, performance monitoring, and adherence to established service standards.
• Resolve escalated customer issues by collaborating with customers and cross-functional teams to identify solutions, remove barriers, and ensure timely resolution.
• Drive continuous improvement by leveraging customer insights, service metrics, and operational data to enhance team effectiveness, customer satisfaction, and overall business performance.

Skills

Leadership

Customer Focus

Analytical Skills

AI Enablement

Job description

Novanta Inc. is seeking a Customer Care Supervisor in New York to lead a team of Customer Care Representatives supporting life sciences, medical, imaging, and automation applications.

You will drive order management, issue resolution, and service excellence across the customer lifecycle, collaborating with Sales, Operations, Engineering, and Supply Chain. You're a hands-on leader who fosters accountability, continuous improvement, and talent development, leveraging AI-enabled tools to boost