Customer Support Supervisor - Water & Livestock, Poultry, Dairy

IDEXX•Scarborough, ME

1d•$70,000 - $85,000•Hybrid

About The Position

IDEXX is seeking a Customer Support Supervisor to lead and support our Water, Livestock, Poultry & Dairy (LPD), and Opti Medical Customer Support team. Our LPD and Opti Medical businesses provide diagnostic testing solutions that help monitor and improve the health of herd and flock animals worldwide, while Opti Medical supports human healthcare through blood gas analysis solutions sold across North America and global markets. Our Water business delivers innovative testing solutions that help customers safeguard drinking water, wastewater, recreational water, and on-premise water systems. As a Customer Support Supervisor, you will play a critical role in leading day-to-day customer support operations while fostering a high-performing, customer-focused team. You will drive operational excellence, identify and implement process improvements through a continuous improvement mindset, and ensure an exceptional customer experience across multiple product lines. This role combines people leadership with operational accountability and is ideal for a passionate leader who enjoys developing employees, leveraging data to drive decisions, and creating efficient, customer-centric processes. You will also serve as a key resource for escalated customer issues and step in as an individual contributor when business needs require. Most importantly, you'll help support customers whose work contributes to healthier animals, safer water, and improved human health.

Requirements

Demonstrated success in a people leadership role, preferably within a customer support, contact center, or service environment.
Strong operational mindset with experience managing performance metrics and driving results.
Proven ability to coach, motivate, and develop employees.
Exceptional customer service and problem-solving skills.
Experience using data and analytics to identify trends, inform decisions, and improve outcomes.
Excellent verbal and written communication skills.
Ability to balance strategic priorities with hands-on support when needed.

Nice To Haves

Experience working in biotechnology, diagnostics, healthcare, life sciences, or a related industry is a plus.

Responsibilities

Lead, coach, and develop a team of Customer Support Representatives to achieve departmental and business objectives.
Foster a positive, engaged, and inclusive team culture focused on customer success and continuous improvement.
Monitor operational performance, analyze key metrics, and identify opportunities to improve efficiency, quality, and the customer experience.
Partner with cross-functional teams to resolve customer concerns and support business initiatives.
Support workforce planning, scheduling, and daily operational execution.
Manage escalated customer issues and drive timely, effective resolution.
Contribute to process improvement efforts using Lean principles and data-driven decision-making.
Support onboarding, training, and ongoing professional development of team members.