Support Services Supervisor

Certified Laboratories Inc•Tustin, CA

About The Position

The Support Services Supervisor is responsible for leading sample intake, processing, and customer support functions to ensure accurate, timely, and high-quality service delivery. This role oversees daily operations, team performance, and workflow coordination while maintaining data integrity within LIMS and compliance with ISO and company standards. The supervisor serves as a key liaison between clients, laboratory teams, and internal stakeholders to ensure seamless communication and execution. They drive On-Time Delivery (OTD) by prioritizing work, resolving issues proactively, and monitoring key performance metrics. This position plays a critical role in enhancing operational efficiency, reducing errors, and delivering exceptional customer experience.

Requirements

Bachelor’s degree in Science, Business, or a related field, or equivalent combination of education and experience
3–5 years of experience in laboratory operations, sample management, or customer-facing support within a regulated environment
1–3 years of leadership experience, including performance management and employee development
Experience working within a quality-regulated environment (e.g., ISO 17025 or equivalent)
Strong experience handling client inquiries, issue resolution, and cross-functional coordination
Demonstrated ability to manage high-volume operations with competing priorities and deadlines
Ability to manage multiple priorities and meet deadlines in a fast-paced, high-volume environment
Strong organizational skills with the ability to maintain accuracy and attention to detail
Effective decision-making and problem-solving skills, including the ability to act independently when needed
Ability to communicate clearly and professionally, both written and verbally
Flexibility to adapt to changing business needs, including schedule adjustments and overtime as required

Responsibilities

Manage team performance, staffing, and workload distribution to meet business demands
Coach and develop team members, including performance management and corrective actions as needed
Support onboarding, training, and development to build a high-performing, customer-focused team
Partner with leadership to support strategic initiatives, resource planning, and operational forecasting
Lead cross-functional coordination to align intake volume with laboratory capacity and business priorities
Drive standardization of processes across functions and locations to ensure consistency, scalability, and operational excellence
Ensure compliance with ISO 17025, company SOPs, quality standards, and safety requirements
Lead daily operations across sample intake, processing, and customer support to ensure accuracy, efficiency, and On-Time Delivery (OTD)
Oversee LIMS data integrity, sample login, and workflow prioritization to minimize errors and rework
Manage document control and clerical review workflows to identify and eliminate errors
Serve as a key liaison between clients, laboratory teams, and internal stakeholders to ensure clear communication and issue resolution
Monitor and drive performance through KPIs, including turnaround time, error rates, and customer responsiveness
Oversee invoice accuracy and billing processes, partnering with Finance to resolve discrepancies and ensure timely, accurate client billing
Drive continuous improvement initiatives to enhance efficiency, reduce manual processes, and improve customer experience
Lead escalation management for complex operational or client issues, ensuring timely resolution and minimal business impact
Oversee audit readiness and support internal and external audits, ensuring documentation and processes meet compliance standards
Identify risks and proactively implement mitigation strategies to protect service quality, customer satisfaction, and operational performance
Assume additional responsibilities as required to support operational priorities and business objectives