Primary Accountability:
· Lead and empower a high-performing support team across multiple tiers, ensuring operational excellence and alignment with departmental KPIs.
· Drive team development through structured coaching, performance reviews, and personal development planning.
· Oversee onboarding, induction, and training of new team members, ensuring readiness and integration into the support function.
· Manage daily shift operations, including rostering, ticket queue oversight, and customer escalations.
· Represent the support team in cross-functional initiatives, product rollouts, and process improvement efforts.
Key Responsibilities:
· Conduct fortnightly 1:1s, manage performance reviews, and maintain personal development plans for direct reports.
· Administer and approve leave requests, ensuring alignment with shift coverage and service line needs.
· Build and maintain onboarding and induction plans; ensure training documentation is current and effective.
· Monitor ticket responses and call quality; provide coaching and feedback to improve customer service.
· Manage daily shift operations including handovers, stand-ups, and performance reporting.
· Handle customer escalations and coordinate resolution with relevant team members.
· Collaborate with other supervisors to ensure consistent coverage and team alignment.
· Lead internal projects and contribute to product rollout and recovery efforts.
· Continuously improve team processes, tooling, and documentation to drive efficiency and performance.
Key Accountabilities:
Team Leadership:
· Lead and develop a diverse support team through coaching, performance management, and structured development planning.
Employee Onboarding:
· Design and execute onboarding plans, maintain training documentation, and ensure smooth integration of new hires.
Operational Efficiency & Performance:
· Identify and implement improvements to team workflows, tooling, and service delivery.
Customer Escalation Management:
· Resolve escalated customer issues and ensure service recovery through collaboration and communication.
Project Management:
· Lead end-to-end internal projects, ensuring stakeholder engagement and timely deliver.
Qualifications/ Experience/ Knowledge:
Key Competencies (Frontline Leader):
Builds Effective Teams:
· Builds strong-identity teams that apply their diverse skills and perspectives to achieve common goals. For example, mentors others on how to build effective teams; takes actions to correct dysfunctional teams. Ensures that the team has the right mix of skills; leverages individual strengths effectively.
Communicates Effectively:
· Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. For example, tailors communication content and style to the needs of others. Pays attention to others' input and perspectives, asks questions, and summarizes to confirm understanding.
Customer Focus:
· Builds strong customer relationships and delivers customer-centric solutions. For example, solicits customer feedback and data; conveys a clear understanding of the level of service the team is providing; takes action when standards are not met by team; aligns business process with customer needs.
Develops Talent:
· Develops people to meet both their career goals and the organization's goals. For example, builds long-term succession for key roles. Builds a learning culture in the team; uses teachable situations to offer insightful coaching. Recommends and facilitates activities and assignments that help people grow.
Manages Complexity:
· Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, asks questions to encourage others to think differently and enrich their analyses of complex situations. Accurately defines the key elements of complex, ambiguous situations.
What you can expect from us:
Salary package up to $75K
Opportunity for annual cash bonus
Health / Dental / Vision Benefits Day-One
5% matching 401k
On the job training and career advancement opportunities (experience NOT required)
Additional benefits including but not limited to financial support, pet insurance, mental health resources, volunteer paid days off, employee stock program, foundation donation matching, and much more
Why IDEXX?
We’re proud of the work we do, because our work matters. An innovation leader in every industry we serve, we follow our Purpose and Guiding Principles to help pet owners worldwide keep their companion animals healthy and happy, to ensure safe drinking water for billions, and to help farmers protect livestock and poultry from diseases. We have customers in over 175 countries and a global workforce of over 10,000 talented people.
So, what does that mean for you? We enrich the livelihoods of our employees with a positive and respectful work culture that embraces challenges and encourages learning and discovery. At IDEXX, you will be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement.
Let’s pursue what matters together.
IDEXX values a diverse workforce and workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.
IDEXX is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state, or federal laws.
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