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Customer Support Operations Manager

2 months ago

Frisco, Texas, United States IDEXX Full time
Customer Support Operations Manager

Locations:
Remote

Time Type:
Full time

Job Requisition ID:
J-043747

Are you passionate about empowering others and enhancing operational processes? Do you have a knack for improving customer experiences while making a significant contribution to the veterinary sector through innovative software solutions? We are seeking a Customer Support Operations Manager to join our expanding support team.

This role involves leading a dedicated team of 6-8 Support Specialists, focusing on onboarding new team members, providing ongoing coaching, and fostering professional growth. You will play a crucial role in assessing and enhancing the operational efficiency and success of your team.

Your Responsibilities:
  • Drive team objectives in alignment with departmental KPIs.
  • Review ticket responses and evaluate phone interactions to mentor your team on exceptional customer service.
  • Implement creative solutions for process improvements while taking initiative to achieve results.
  • Manage the shift roster, ensuring adequate coverage and collaboration with other Support Team Leaders.
  • Lead your team through escalations, ensuring the best outcomes for our customers.
  • Stay updated on product knowledge to effectively guide your team through frequent updates and changes.
  • Act as a customer advocate, addressing product issues that affect clients by liaising with relevant service lines.

What We Are Looking For:
  • Highly organized with strong administrative capabilities.
  • Proven leadership experience in managing teams.
  • Exceptional customer service skills with keen attention to detail.
  • Able to handle challenging customer interactions and high-pressure situations.
  • Interest in strategic growth with a focus on operational excellence.
  • High energy, enthusiasm, and a solutions-oriented mindset.
  • Understanding of KPIs and ability to translate them into achievable team goals.
  • Excellent communication skills, both verbal and written.
  • Prior experience in SaaS or the veterinary market is a plus.

What You Can Expect From Us:
  • Annual cash bonus opportunities.
  • Comprehensive health, dental, and vision benefits from day one.
  • 5% matching 401k plan.
  • Additional perks including financial support, pet insurance, mental health resources, volunteer paid days off, employee stock program, and more.

If you are seeking a role that challenges you while contributing to a meaningful industry, we would love to hear from you.

Why IDEXX:
At IDEXX, we take pride in our impactful work. As an innovation leader across various industries, we are committed to our purpose and guiding principles, helping pet owners maintain the health and happiness of their companion animals, ensuring safe drinking water, and supporting farmers in protecting livestock from disease. With a presence in over 175 countries and a workforce of over 10,000 talented individuals, we foster a positive and respectful work culture that embraces challenges and encourages growth.

Join us in pursuing what matters.