The Company
Dexcom Corporation (NASDAQ DXCM) is a pioneer and global leader in continuous glucose monitoring (CGM). Dexcom began as a small company with a big dream: To forever change how diabetes is managed. To unlock information and insights that drive better health outcomes. Here we are 25 years later, having pioneered an industry. And we're just getting started. We are broadening our vision beyond diabetes to empower people to take control of health. That means personalized, actionable insights aimed at solving important health challenges. To continue what we've started: Improving human health.
We are driven by thousands of ambitious, passionate people worldwide who are willing to fight like warriors to earn the trust of our customers by listening, serving with integrity, thinking big, and being dependable. We've already changed millions of lives and we're ready to change millions more. Our future ambition is to become a leading consumer health technology company while continuing to develop solutions for serious health conditions. We'll get there by constantly reinventing unique biosensing-technology experiences. Though we've come a long way from our small company days, our dreams are bigger than ever. The opportunity to improve health on a global scale stands before us.
About Dexcom:
Founded in 1999, Dexcom, Inc. (NASDAQ: DXCM), develops and markets Continuous Glucose Monitoring (CGM) systems for ambulatory use by people with diabetes and by healthcare providers for the treatment of people with diabetes. The company is the leader in transforming diabetes care and management by providing CGM technology to help patients and healthcare professionals better manage diabetes. Since the company’s inception, Dexcom has focused on better outcomes for patients, caregivers, and clinicians by delivering solutions that are best in class - while empowering the community to take control of diabetes. Headquartered in San Diego, California, with additional offices in the Americas, Europe, and Asia Pacific, the company employs over 6,000 people worldwide.
Position Overview:
As a Supervisor of Technical Support at Dexcom, you will lead a team that interacts with patients, parents, and caregivers for people affected by diabetes that use Dexcom products. Your team’s assistance gives the entire family a sense of comfort and ability to move forward with their lives in a positive and productive way. By tapping into your technical expertise and superior communication skills, you can supervise, coach, monitor and develop your customer support team to ensure a high-quality experience for each patient by appropriately engaging and connecting with them as you provide troubleshooting assistance to determine why the service, equipment or feature is inoperable.
Essential Duties and Responsibilities:
- Lead and motivate the Technical Support team to deliver support via phone, email, chat and online.
- Provide performance feedback and coaching for members of the team with a focus on quality and service effectiveness, Dexcom products, regulatory guidelines, and high standards of customer experience.
- Meet or exceed monthly, quarterly, and annual department metrics.
- Deliver action plans to your Manager on how performance standards will be met.
- Maintain weekly/monthly/quarterly employee scorecards for all functional areas.
- Perform multiple months scorecard reviews with each employee. Coach, collect feedback and collaborate with the leadership team.
- Manage daily work schedules of direct reports to ensure adequate staffing, exceptional transactional quality, and unsurpassed responsiveness in all activities, as well as addressing attendance and performance issues.
- Establish exceptional relationships with various departments, consultants, external providers, and leadership, resulting in increased process efficiency, improved communications, and reduced cycle time.
- Utilize various sources of data for analysis, suggest opportunities for process improvements, and implement system changes throughout the team.
- This is a working supervisor position, responding to customer escalations and contributing to workload queues when service levels have been exceeded.
Required Qualifications:
- Team supervisor experience working in call center or shared services setting.
- Typically requires a Bachelor's degree with 5-8 years of industry experience.
- Proven ability to troubleshoot in a fast-paced, customer-facing role.
- Excellent verbal and written communication skills, including effective listening skills and ability to communicate accurately and effectively in person, over the telephone, through email and other business correspondence.
- Collaboratively work with other departments in a positive goal-oriented manner. Demonstrate sensitivity regarding timeline obstacles.
- Excellent customer service skills. Consistent top customer service quality feedback.
- Ability to generate reports, graphs, process instructions, flowcharts.
- Ability to retain detailed information and solve complex problems.
- Display a complete understanding and follow through of all Technical Support policies and procedures.
- Proven capability to handle challenging situations.
- Positive attitude with a passion and drive to be amazing!
- Achieve service level goals and quality targets, managing and coaching employees to department performance standards.
- Identify efficiency opportunities and ensures proactive and professional communication with multiple department-based peers.
- Provide ongoing support and guidance including taking escalation calls, supporting customer problem resolution, providing materials and ensuring goal achievement.
- Implement, communicate and interpret new and existing policies and procedures to staff members.
- Partner with Field Sales, Inside Sales, Quality, Regulatory and other departments to resolve issues pertaining to customer support and new product launches.
- Work cross-functionally, collaboratively with leadership and external business partners.
- Proven experience in leading teams and delivering results. Able to work flexible hours on a rotating schedule that includes evenings, holidays and weekends.
Travel Required:
Experience and Education Requirements:
- Typically requires a Bachelor’s degree with 5-8 years of industry experience.
- Informal management/team lead experience.
Supervisory Responsibilities:
Directly supervises employees. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Language Skills: Must be able to communicate effectively in English. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
Please note: The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities required to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time. The duties and responsibilities in this job description may be subject to change at any time due to reasonable accommodation or other reasons.
An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Dexcom’s AAP may be viewed upon request by contacting Talent Acquisition at talentacquisition@dexcom.com.
If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Dexcom Talent Acquisition at talentacquisition@dexcom.com.
Salary: $68,200.00 - $113,600.00
