Customer Support Supervisor - Hybrid

Stryker • Portage, MI

3d • Hybrid

About The Position

This is a hybrid role located in Portage, MI, requiring in-office presence Monday-Wednesday. The Customer Support Supervisor will lead team performance across various initiatives including quality, customer experience, order management, employee engagement, and product lifecycle. The role involves managing team operations, fostering a positive work culture, supporting recruitment and retention, ensuring training and compliance, driving key performance metrics, maintaining standards for training and documentation, leading process improvement projects, and collaborating cross-functionally to deliver exceptional customer service and operational excellence.

Requirements

• Bachelor’s degree or High School Diploma plus 6 years of customer support experience required in lieu of Bachelors degree.
• 2 years of proven people leadership experience.
• 2+ years of work experience.

Nice To Haves

• SAP, JDE, CPQ, Service Max and Sales Force experience preferred

Responsibilities

• Lead team performance across quality, customer experience, order management, employee engagement, and product lifecycle initiatives.
• Manage team operations, including scheduling, timekeeping, performance reviews, coaching, and policy compliance.
• Foster a culture of teamwork, accountability, development, and employee engagement.
• Support recruiting, hiring, onboarding, and retention of temporary and permanent employees.
• Ensure team members are trained and compliant with all standard work instructions and processes.
• Drive achievement of key performance metrics, including customer experience, service levels, productivity, response times, and budget goals.
• Maintain training, documentation, audit, and continuous improvement standards.
• Lead and participate in process improvement and organizational projects.
• Partner cross-functionally with Sales, Sales Operations, Marketing, Quality, and Regulatory teams to resolve issues and improve outcomes.
• Deliver best-in-class customer service, product support, and operational excellence.

Benefits

• Equal opportunity employer status
• Consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level