Supervisor Customer Support - Veterinary Software

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.

Key Responsibilities:

· 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.

Key Accountabilities:

Team Leadership:

· Lead and develop a diverse support team through coaching, performance management, and structured development planning.

Employee Onboarding:

· Design and execute onboarding plans, maintain training documentation, and ensure smooth integration of new hires.

Operational Efficiency & Performance:

· Identify and implement improvements to team workflows, tooling, and service delivery.

Customer Escalation Management:

· Resolve escalated customer issues and ensure service recovery through collaboration and communication.

Project Management:

· Lead end-to-end internal projects, ensuring stakeholder engagement and timely deliver.

Qualifications/ Experience/ Knowledge:

• 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

Key Competencies (Frontline Leader):

Builds Effective Teams:

· Builds strong-identity teams that apply their diverse skills and perspectives to achieve common goals. For example, mentors others on how to build effective teams; takes actions to correct dysfunctional teams. Ensures that the team has the right mix of skills; leverages individual strengths effectively.

Communicates Effectively:

· Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. For example, tailors communication content and style to the needs of others. Pays attention to others' input and perspectives, asks questions, and summarizes to confirm understanding.

Customer Focus:

· Builds strong customer relationships and delivers customer-centric solutions. For example, solicits customer feedback and data; conveys a clear understanding of the level of service the team is providing; takes action when standards are not met by team; aligns business process with customer needs.

Develops Talent:

· Develops