Supervisor Technical Support, French Speaker

Meet the team:

Are you a dedicated leader driven by the impact you can have? At Dexcom, our Technical Support team plays a pivotal role in dealing with issues our customers may face with their Dexcom products. We are customer driven, collaborative and spirited group that thrives on creativity and results.

As a Supervisor, Technical Support at Dexcom, you will lead a team that interacts with patients, parents, and caretakers who use Dexcom products. Your team’s assistance gives the entire family a sense of comfort and ability to move forward with their lives in a positive and productive way. Utilizing your technical expertise and leadership skills, you will supervise, coach, monitor, and grow technical support teams to ensure a high-quality experience for each patient.

Where you come in:

• You will be responsible for leading and motivating the technical support team in the Dexcom GBS facility. Keeping the focus on quality and service effectiveness, Dexcom products and regulatory guidelines, ensuring high-standards of customer experience.

• Full employee lifecycle responsibility: hiring, onboarding, career development, retention, engagement and termination, ensuring the exceptional employee experience throughout his/her journey. Contribute to the department’s employee retention goals.

• Managing the operations of support channels and ensuring 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 to ensure adequate staffing, exceptional transactional quality, and unsurpassed responsiveness in all activities, as well as address attendance and performance issues.

• Train employees on operational process and available tools. Plans for intermediate and long-term department needs, computer systems, training, facilities and supplies.

• Encourage the team to participate in continuous improvement (CI) related initiatives and actively taking part himself/herself too. Utilise various sources of data to analyse, suggest opportunities for process improvements & implement system changes throughout team.

• Establish exceptional relationships with various departments, consultants, external agencies and leadership resulting in increased process efficiency, improved communication, and reduced cycle time. Maintain a collaborative and productive working relationship with their peers.

• Contribute to function projects and market launches when required. Contribute to the handling of market escalations and operational outages, involving external teams when needed.

• Providing direct support to customers, as needed.

• This is a working supervisor position, responding to customer escalations and contributing to workload queues when service levels have been exceeded.

What makes you successful:

• 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.

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 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.

• Language premium allowance - if you speak a language from our list

Travel Required:

• 0-5%

Experience and Education Requirements:

• Typically requires a Bachelor’s degree with 5-8 years of industry experience

• Informal management/ team lead experience

Flex Workplace:

• Your primary location will be your assigned Dexcom site, but you may work part of the week from a home office. You must live within commuting distance of your assigned Dexcom site (typically within an hour’s commute).

Salary:

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.