Customer Support Supervisor - Hybrid

Stryker•Portage, MI

1d•$64,400 - $94,400•Hybrid

About The Position

This is a hybrid role located in Portage, MI, requiring a hybrid schedule in office Monday-Wednesday. The Customer Support Supervisor will lead team performance across quality, customer experience, order management, employee engagement, and product lifecycle initiatives. They will manage team operations, including scheduling, timekeeping, performance reviews, coaching, and policy compliance, while fostering a culture of teamwork, accountability, development, and employee engagement. The role also involves supporting recruiting, hiring, onboarding, and retention of temporary and permanent employees, ensuring team members are trained and compliant with all standard work instructions and processes. The supervisor will drive the achievement of key performance metrics, maintain training, documentation, audit, and continuous improvement standards, and lead/participate in process improvement and organizational projects. A key aspect of the role is partnering cross-functionally with Sales, Sales Operations, Marketing, Quality, and Regulatory teams to resolve issues and improve outcomes, ultimately delivering best-in-class customer service, product support, 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.