Lead and motivate the technical support team in the Dexcom GBS facility
Supervise, coach, monitor, and grow technical support teams
Ensure a high-quality experience for each patient
Manage the operations of support channels and ensure SLA targets are met: voice, web self-service, chat, email, social media
Meet or exceed monthly, quarterly and annual department metrics
Deliver action plans to your Manager on how performance standards will be met
Manage daily work schedules of direct reports
Train employees on operational process and available tools
Encourage team participation in continuous improvement (CI) related initiatives
Establish exceptional relationships with various departments, consultants, external agencies and leadership
Contribute to the handling of market escalations and operational outages

Fluency in both English and French is required
Degree level educated and/or 1-2 + years of supervisory experience in a technical support environment
Excellent communication skills, including effective listening and accurate verbal/written skills
Strong operational management skills; ability to achieve service level goals and quality targets
Experience in high-volume customer contact environments and leading teams
Experience partnering with internal and external stakeholders for customer support and product/process launches
Skilled with technology, proficient in troubleshooting OS (Windows/Mac), mobile Apps (IOS/Android), and Cloud-based reporting systems
Ability to generate reports, graphs, process instructions, and flowcharts
Effective training and team coaching experience, including advanced cross-training
Knowledge of Continuous Improvement principles/Lean and a track record of successful CI deliveries is advantageous
Flexible hours on a rotating schedule, including evenings, holidays, and weekends

Health Insurance including reduced premiums available for dependents
Life and Accident insurance coverage
3rd Pillar Private Pension plan
Health and Wellness programs, including access to online coaching and therapy sessions
Fertility, Family forming, Menopause and Men’s health support services
Regular team-building events that foster collaboration and connection
Best-in-class training and career development programs
Exclusive discounts on restaurants, spas, clothing, gyms, entertainment, and more
Access to a fitness tracking app with rewards for staying active
Free parking space at the city center office location
A comprehensive onboarding and training on the job
Opportunity to work from other countries for up to 30 days per year
5 additional vacation days, with potential for more for parents, students, and other cases with approval

Supervisor Technical Support, French Speaker

Key skills