Supervisor Customer Support - Veterinary Software

Idexx • Frisco, TX

8d • $80 • Onsite

About The Position

IDEXX is seeking a front line leader for their Supervisor Customer Support Leader position. You will lead a team of global agents, based from our Frisco office, to support the frontline support team. You will be a key driver of the relationships between different departments of the company, guide and develop the skills of the agents in your direct reporting line, and support the Global Head of Support with the strategic vision of enterprise support offerings. Primary Accountability: · Lead and empower a high-performing support team across multiple tiers, ensuring operational excellence and alignment with departmental KPIs. · Drive team development through structured coaching, performance reviews, and personal development planning. · Oversee onboarding, induction, and training of new team members, ensuring readiness and integration into the support function. · Manage daily shift operations, including rostering, ticket queue oversight, and customer escalations. · Represent the support team in cross-functional initiatives, product rollouts, and process improvement efforts.

Requirements

• Oral, written, and interpersonal communication skills Essential
• Excellent Leadership experience (1+ years) Essential
• Proven Customer Service experience Essential
• Strong Organizational and administrative skills Essential
• Highly organized Ability to manage competing demands Essential
• Proficient Attention to detail and follow-up Essential
• Strong Conflict resolution and escalation handling Essential
• Proficient Strategic and operational mindset Essential
• Balanced SaaS or veterinary software experience Essential
• Basic

Responsibilities

• Lead and empower a high-performing support team across multiple tiers, ensuring operational excellence and alignment with departmental KPIs.
• Drive team development through structured coaching, performance reviews, and personal development planning.
• Oversee onboarding, induction, and training of new team members, ensuring readiness and integration into the support function.
• Manage daily shift operations, including rostering, ticket queue oversight, and customer escalations.
• Represent the support team in cross-functional initiatives, product rollouts, and process improvement efforts.
• Conduct fortnightly 1:1s, manage performance reviews, and maintain personal development plans for direct reports.
• Administer and approve leave requests, ensuring alignment with shift coverage and service line needs.
• Build and maintain onboarding and induction plans; ensure training documentation is current and effective.
• Monitor ticket responses and call quality; provide coaching and feedback to improve customer service.
• Manage daily shift operations including handovers, stand-ups, and performance reporting.
• Handle customer escalations and coordinate resolution with relevant team members.
• Collaborate with other supervisors to ensure consistent coverage and team alignment.
• Lead internal projects and contribute to product rollout and recovery efforts.
• Continuously improve team processes, tooling, and documentation to drive efficiency and performance.
• Lead and develop a diverse support team through coaching, performance management, and structured development planning.
• Design and execute onboarding plans, maintain training documentation, and ensure smooth integration of new hires.
• Identify and implement improvements to team workflows, tooling, and service delivery.
• Resolve escalated customer issues and ensure service recovery through collaboration and communication.
• Lead end-to-end internal projects, ensuring stakeholder engagement and timely deliver.

Benefits

• Salary $80K Annual
• Opportunity for annual cash bonus
• Health / Dental / Vision Benefits Day-One
• 5% matching 401k
• On the job training and career advancement opportunities (experience NOT required)
• Additional benefits including but not limited to financial support, pet insurance, mental health resources, volunteer paid days off, employee stock program, foundation donation matching, and much more

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees