Supervisor Customer Service (Italian Speaker)

DexCom Lithuania, UAB

Подробности
Основная информация
Компания

Supervisor Customer Service (Italian Speaker)

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.

Meet the Team:

GBS Lithuania Inside Operations team is part of Dexcoms Global Business Services (GBS) Center, mostly focused on EMEA region. The team is responsible for helping patients and their families access Dexcom's continuous glucose monitoring (CGM) products, while also providing a variety of additional support types for our end users and business partners. We are seeking a highly motivated and experienced Customer Support Supervisor to lead, develop, and mentor CGM commercial support team for an assigned region/area that ensures key performance metric goals are achieved, including direct supervision of customer support representatives to ensure your team delivers expected quality and timely customer service.

Where You Come In:

You will conduct interviews, evaluate candidates, and make hiring decisions in alignment with company goals and values, ensuring they are well-integrated into the team and understand their roles and responsibilities.
You will train and coach staff members on operational processes and tools, ensuring they have the necessary skills and knowledge to perform their duties effectively.
You will identify mid-term and long-term training needs for the team and develop training programs to address these needs.
You will regularly review and update work instructions to reflect any changes in processes or tools, ensuring compliance with company policies and procedures.
You will set team and individual performance objectives and manage adherence to agreed Service Levels.
You will manage team and individual attendance and performance gaps, following through on progress and implementing corrective actions, providing feedback and support when necessary.
You will provide service quality monitoring (e.g., calls, emails) and coaching focused on customer support effectiveness, Dexcom products, and high standards of customer experience.
You will provide direct support to customers (internal and external) as needed and handle customer escalations, ensuring timely and effective resolution of issues.
You will manage daily, weekly, and monthly work schedules of direct reports, ensuring adequate coverage and efficient use of resources.
You will ensure that the quality of delivered work meets or exceeds set expectations, conducting regular reviews and implementing improvements as needed.

What Makes You Successful:

You are fluent in Italian and English languages.
You bring excellent written and verbal communication skills
You have prior leadership/supervisory experience, including team management and development
Must have ability to analyze data, generate reports and present it to stakeholders.
You demonstrate a highly positive attitude, willingness to learn and lead by example, ability to drive high employee engagement.

What You'll Get:

A comprehensive onboarding and training on the job
Opportunity to work in a diverse and inclusive environment with colleagues representing 45 different nationalities
Hybrid working model, offering the flexibility to work both remotely and in a modern, well-equipped office space
5 additional vacation days, with potential for more for parents, students, and other cases with approval
Opportunity to work from other countries for up to 30 days per year
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 Mens 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.

Travel:

0-15%

Experience and Education Requirements:

Typically requires a Bachelors degree with 5 - 8 years of industry experience • Informal management/ team lead experience.

Imagine a workplace where your ideas are valued, your growth is supported, and your efforts directly contribute to our success. We believe in fostering a culture where everyone feels empowered, inspired, and excited to come to work each day. If you're looking for a role that offers more than just a job, where you can truly make a difference and have fun while doing it, then we can't wait to meet you! Join us and be a part of something extraordinary.

To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Dexcom. Only authorized staffing and recruiting agencies may use this site or to submit profiles, applications or resumes on specific requisitions. Dexcom does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to the Talent Acquisition team, Dexcom employees or any other company location. Dexcom is not responsible for any fees related to unsolicited resumes/applications.

Monthly base salary for this position is from €2,953.75 to €3,648.75 gross. Final offer will depend on your qualifications, competencies, and professional experience.

Брутто-зарплата в месяцБрутто/мес. € 2953 - 3649

Дополнительная информация: Final offer will depend on your qualifications, competencies, and professional experience.

Место работы

Литва

Возможность удалённой работы

Тип работы

Полный рабочий день

Языки

Английский
Итальянский

Контактное лицо
Veronika Džeba

Founded in 1999, Dexcom empowers people to take control of their diabetes through innovative continuous glucose monitoring systems. By listening to the needs of users, caregivers and healthcare providers, Dexcom simplifies and improves diabetes management around the world. Headquartered in San Diego, California, with additional offices in the U.S., Europe, and Asia Pacific, the company employs approximately 8,000 people.

Vilnius Global Business Services centre supports Dexcom operations and its customers across the EMEA region and will expand the company's patient support, customer advocacy, finance and accounting operations in Europe.

Вебсайт компании: https://www.dexcom.com/about-dexcom