Manager - Technical Support
Core
Lead a 24/7 global technical support team for Dexcom's continuous glucose monitoring (CGM) technology, ensuring high-quality, empathetic service for patients, parents, and caregivers.
Role type
Manager, Technical Support (Call Center)
Builds
24/7 customer support operations for medical device users
Domain
Healthcare / Medical Devices / Consumer Health Technology
Deliverable
client delivery
Required skills
Team leadership, workforce planning, call forecasting, performance metrics analysis, policy development, cross-functional collaboration, regulatory compliance, training program management, budgeting, escalation handling
Preferred skills
Experience with technical/healthcare/medical device products, complex product support in 24/7 environments, healthcare/diabetes/medical technology background
Technologies
Call center systems, workforce management tools, support ticketing systems
Responsibilities
Manage day-to-day operations of a 24/7 Technical Support team, coach and mentor team members, set and track performance goals, manage staffing levels and call volumes, handle escalated patient issues, collaborate with cross-functional teams, create and implement support policies, analyze team metrics, lead continuous improvement initiatives, coordinate technical training, support new product launches, contribute to budgeting
Seniority
Manager, operational leadership