Supervisor Customer Support - Veterinary Software
About The Position
IDEXX is seeking a front line leader for their Supervisor Customer Support Leader position. You will lead a team of global agents, based from our Frisco office, to support the frontline support team. You will be a key driver of the relationships between different departments of the company, guide and develop the skills of the agents in your direct reporting line, and support the Global Head of Support with the strategic vision of enterprise support offerings. 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.
Requirements
- Oral, written, and interpersonal communication skills Essential – Excellent
- Leadership experience (1+ years) Essential - Proven
- Customer Service experience Essential - Strong
- Organizational and administrative skills Essential – Highly organized
- Ability to manage competing demands Essential - Proficient
- Attention to detail and follow-up Essential - Strong
- Conflict resolution and escalation handling Essential - Proficient
- Strategic and operational mindset Essential - Balanced
- SaaS or veterinary software experience Essential - Basic
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.
Benefits
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
