Lead and manage day-to-day operations of a 24/7 Technical Support team
Coach, mentor, and develop team members through feedback, call monitoring, and performance reviews
Set clear, measurable goals and track team performance through metrics and continuous assessment
Ensure high-quality patient interactions by guiding team in troubleshooting technical issues
Manage staffing levels, call volumes, and queue performance to meet service level targets
Handle escalated patient issues and participate in call forecasting
Collaborate with cross-functional teams to resolve customer issues
Create, implement, and communicate policies and procedures across the team
Ensure compliance with quality systems and data privacy standards
Lead continuous improvement initiatives to enhance customer experience and operational efficiency
Support new product launches and resource planning

Strong experience managing teams in a high-volume, 24/7 call center environment
Experience supporting technical, healthcare, or medical device-related products
Communication skills to engage effectively with customers, teams, and stakeholders
Strong coaching and mentoring capabilities, including developing training programs
Comfortable managing shifting priorities and meeting multiple deadlines in a fast-paced environment
Analytical mindset to interpret metrics and drive performance improvements
Highly organized, detail-oriented, and action-driven
Ability to work independently while collaborating across teams and functions
Flexibility to support varying schedules, including weekends and on-call needs
Nice to have: supporting complex or highly technical products in a 24/7 environment
Background in customer support within healthcare, diabetes care, or medical technology

A full and comprehensive benefits program
Growth opportunities on a global scale
Access to career development through in-house learning programs and/or qualified tuition reimbursement

Technical Support Manager

Key skills