Customer Tech Support Lead — Coach, Improve & Delight

Johnson Health Tech North America; Town of Cottage Grove (WI); On-site; USD 75,000 - 105,000; Full time

Benefits offered by this job

Health & Dental Insurance

Company paid Life Insurance

401(k)

Paid Time Off benefits

Product discounts

Wellness programs

Job summary

Johnson Health Tech North America is seeking a Customer Technical Support Supervisor to lead a team serving primarily commercial customers. You will coach representatives, develop talent, and drive improvements across workflows to deliver outstanding customer experiences.

You will collaborate with training, quality, engineering, sales, and operations to optimize performance, monitor KPIs, and ensure service levels while balancing workload.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 2+ years of customer technical support experience in a call center or support center.
• Proven experience leading, coaching, and developing employees.
• Strong communication, organizational, and problem-solving skills.
• Proficiency in Microsoft Office applications, including Excel and Word.

Responsibilities

• Coach, mentor, and develop Customer Technical Support representatives to achieve individual and team success.
• Foster a culture of accountability, engagement, and continuous improvement.
• Support recruiting, hiring, onboarding, and employee development efforts.
• Collaborate with training, quality, engineering, sales, and operations teams to improve processes and customer outcomes.
• Monitor team performance, quality, productivity, and customer experience metrics.

Skills

Communication

Leadership

Problem-solving

Organizational skills

Microsoft Office

Education

Bachelor's degree

Tools

CRM platforms

SAP

Workforce management

Job description

Johnson Health Tech North America is seeking a Customer Technical Support Supervisor to lead a team serving primarily commercial customers. You will coach representatives, develop talent, and drive improvements across workflows to deliver outstanding customer experiences.

You will collaborate with training, quality, engineering, sales, and operations to optimize performance, monitor KPIs, and ensure service levels while balancing workload.