Assistant Manager - Technical Customer Support

IDEXX • Nashville, TN

1d • Hybrid

About The Position

We’re looking for an Assistant Manager of Customer Experience to help guide our team in delivering superior support to the clinics and MFR Reps we serve. In this role, you’ll help oversee daily operations and support our customer experience team, and step in to solve trickier customer challenges.
This role will be based hybrid onsite in our Franklin, TN office

Requirements

• 2+ years of experience in customer service or customer experience, with at least 1 year in a lead or supervisory role.
• A natural problem solver who stays calm under pressure and thinks quickly on their feet.
• A strong communicator who can connect with customers and teammates alike.
• Someone who thrives in a fast-paced environment and enjoys helping others grow.

Responsibilities

• Support the Customer Experience Manager in leading daily operations and team performance.
• Provide backup to the team with incoming Support calls/chats/cases.
• Jump in to resolve escalated customer questions with empathy, efficiency, and care.
• Keep a close eye on service quality, looking for ways we can make the customer journey even smoother.
• Gather and analyze customer feedback to spark ideas for improvement.
• Step up to lead the team when the Customer Experience Manager is away.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed