Clinical Support Team Leader

2 weeks ago


Chicago, Illinois, United States Broadreachsp Full time

Location: Chicago, IL, United States

Job Number: 4812

About Broadreachsp

Broadreachsp is a leading organization in cancer diagnostics, renowned for its innovative solutions in anatomic pathology for over a century. With a workforce of approximately 3,000 professionals and annual revenues of $750 million, we are committed to global expansion and technological advancement, particularly in AI and digital pathology. Our cutting-edge technology and extensive portfolio encompass the entire process from biopsy to diagnosis.

About the Role

The selected candidate will oversee a team of 9 Customer Support Associates responsible for managing inbound inquiries related to technical assistance for our clinical diagnostics instruments.

Key Responsibilities:

  • Provide coaching and mentorship to the team, enhancing their performance and fostering a positive culture.
  • Collaborate with various internal departments, including customer training, dispatch, informatics, field service engineering, and the repair shop.
  • Lead initiatives aimed at improving processes to enhance the efficiency of the customer support function.
  • Facilitate regular meetings with customers to address ongoing support challenges and discuss future enhancements for optimized workflows.
  • Establish and monitor service level requirements, KPIs, and performance metrics for the team.

Qualifications:

The ideal candidate will possess:

  • A minimum of three (3) years of supervisory experience in a customer support role within the medical diagnostics industry.
  • Proven ability to coach, lead, and mentor a team effectively.
  • Adaptability to change and capability to guide the team through transitions.
  • Experience with CRM and ERP systems.
  • Expertise in managing customer escalations.


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