Customer Support Supervisor

About the role

The Customer Support Supervisor leads daily operations across sample intake, processing, and customer support to ensure accurate, timely, and high-quality service delivery. This role oversees team performance, workflow coordination, and data integrity within LIMS while ensuring compliance with ISO 17025 and company standards.

Responsibilities

• Lead daily operations for sample intake, processing, and customer support to ensure accuracy, efficiency, and On-Time Delivery (OTD)
• Manage team performance, staffing, and workload distribution to meet business demands
• Coach, develop, and manage team members, including performance management and corrective actions
• Serve as a key liaison between clients, laboratory teams, and internal stakeholders to ensure clear communication and issue resolution
• Maintain LIMS data integrity, sample login, and workflow prioritization to reduce errors and rework
• Ensure compliance with ISO 17025, company SOPs, quality standards, and safety requirements
• Coordinate cross-functionally to align intake volume with laboratory capacity and business priorities
• Monitor and drive Key Performance Indicators (KPIs), including turnaround time, error rates, and customer responsiveness
• Oversee document control and clerical review processes to ensure accuracy and completeness
• Manage invoice accuracy and billing processes in partnership with Finance
• Lead escalation management for complex operational or client issues
• Support audit readiness and participate in internal and external audits
• Identify operational risks and implement mitigation strategies
• Drive continuous improvement initiatives to enhance efficiency and customer experience
• Partner with leadership on strategic initiatives, resource planning, and forecasting
• Standardize processes across functions and locations to improve consistency and scalability

Requirements

• Education & Experience
• Bachelor’s degree in Science, Business, or a related field, or equivalent experience
• 3–5 years of experience in laboratory operations, sample management, or customer-facing support in a regulated environment
• 1–3 years of leadership experience, including team development and performance management
• Experience in a quality-regulated environment (e.g., ISO 17025)
• Proven ability to manage high-volume operations with competing priorities and deadlines
• Experience handling client inquiries, issue resolution, and cross-functional coordination

Key Competencies

• Leadership & Team Development: Builds, coaches, and holds teams accountable for performance
• Communication & Relationship Management: Establishes strong partnerships and communicates effectively with clients and stakeholders
• Operational & Business Acumen: Aligns team priorities with business goals, including On-Time Delivery (OTD), billing, and customer satisfaction
• Critical Thinking & Problem Solving: Uses data and KPIs to drive decisions and solutions
• Ethical Practice & Compliance: Ensures data integrity and adherence to regulatory and quality standards

General Requirements

• Ability to manage multiple priorities in a fast-paced, high-volume environment
• Strong organizational skills with attention to detail and accuracy
• Effective decision-making and problem-solving skills
• Clear and professional written and verbal communication
• Flexibility to adapt to changing business needs, including overtime as required

Physical Demands / Work Environment

• Frequent use of computer, keyboard, and standard office equipment
• Standing and walking for up to 80% of the shift
• Occasional lifting of up to 25 pounds
• Exposure to laboratory conditions, including odors, fumes, chemicals, and microbiological materials
• Noise levels range from quiet to loud; temperatures may vary
• Requires color vision and depth perception
• Fast-paced, team-oriented work environment

Schedule

Monday - Friday, 8:00AM - 5:00PM, evening and weekends if needed.

Pay

$75,000 - $95,000 USD

Benefits

Not specified

Qualifications

Not specified

Skills

Not specified

Benefits

Not specified