Senior Manager Customer Support - EzyVet Software
Core
Lead, coach, and develop a global team of Team Leaders and agents providing world-class technical support on IDEXX ezyVet veterinary diagnostic software.
Role type
Senior Manager, Customer Support
Builds
Global 24/7 technical support operations for IDEXX ezyVet
Domain
Veterinary diagnostics and software
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Team leadership and coaching, Strategic process optimization, Cross-functional partnership, Escalation management, Performance management, Operational scheduling
Preferred skills
Creative troubleshooting, Public speaking, Talent retention, Analytical problem-solving, Empathy for end-users
Technologies
ezyVet software platform
Responsibilities
Lead and coach a global team of Team Leaders and agents; Handle escalations and partner with Product/Engineering to define account health indicators; Oversee global scheduling for a 24/7 support model; Drive cross-departmental strategic initiatives to address call drivers; Conduct performance reviews and live coaching sessions; Participate in client meetings to resolve root causes and strengthen relationships.
Seniority
Senior, hands-on IC with leadership scope
