Manager Technical Support

The Company

Dexcom Corporation (NASDAQ DXCM; Market Cap $44.3B) is a pioneer and global leader in continuous glucose monitoring (CGM). Dexcom began as a small company with a big dream: To forever change how diabetes is managed. To unlock information and insights that drive better health outcomes. Here we are 25 years later, having pioneered an industry. And we're just getting started. We are broadening our vision beyond diabetes to empower people to take control of health. That means personalized, actionable insights aimed at solving important health challenges. To continue what we've started: Improving human health.

We are driven by nearly 10,000 ambitious, passionate people worldwide who are willing to fight like warriors to earn the trust of our customers by listening, serving with integrity, thinking big, and being dependable. We've already changed millions of lives and we're ready to change millions more. Our future ambition is to become a leading consumer health technology company while continuing to develop solutions for serious health conditions. We'll get there by constantly reinventing unique biosensing-technology experiences. Though we've come a long way from our small company days, our dreams are bigger than ever. The opportunity to improve health on a global scale stands before us.

Join Dexcom's dynamic team as a Technical Support Manager, where you'll lead a highly talented 24/7 Technical Support team. Your role is crucial in troubleshooting issues for individuals affected by diabetes using Dexcom Continuous Glucose Monitoring (CGM) products. You ensure a high-quality experience for patients, parents, and caretakers by engaging and connecting with them while providing troubleshooting assistance. Your subject matter expertise allows you to set clear performance expectations, tracking successes, and identifying areas for improvement through metric assessments.

Where You Come In:

• You ensure a high-quality patient experience by engaging and connecting with them during troubleshooting.
• You lead day-to-day activities for Technical Support Representatives, coaching and mentoring the team.
• You meet/exceed corporate, quality, and service goals, ensuring proper staffing levels within the team.
• You create, implement, and communicate new/existing policies or procedures to CGM staff members.
• You partner with other departments to resolve customer support needs.
• You leverage technology to build and lead a world-class Technical Support department.
• You handle investigations and service call escalations, resolving patient issues and delegating work when needed.
• You promote and maintain high-quality patient support standards within the Technical Support department.

What Makes You Successful:

• You have 5+ years of experience as a Manager or above in a high call volume call center environment, preferably in Diabetes, Technology, or Health-related field.
• Your ability to work independently within a call center and across Dexcom sets you apart.
• Your experience with training and mentoring staff, including developing training programs, showcases your leadership skills.
• Your excellent English verbal and written communication skills, including effective listening, make you a strong communicator.
• Your flexibility in schedule aligns with customer call volume, seasonality, and team needs, including working at least one weekend day.
• You have proven ability to work with multiple short-term deadlines and dynamic changing priorities.
• You contribute high-quality work to projects, prioritize effectively, and meet deadlines.
• You are highly detailed, action-oriented, enthusiastic, solution-oriented, and positive in your leadership style.
• Your occasional travel aligns with job requirements.
• Your desire and willingness to be part of something amazing!

Preferred Qualifications:

• You have 5+ years of superior customer service experience within a technical or medical support call center environment.
• Your preferred experience includes supporting highly technical/complex product teams in a 24/7 environment.

To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Dexcom. Only authorized staffing and recruiting agencies may use this site or to submit profiles, applications or resumes on specific requisitions. Dexcom does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to the Talent Acquisition team, Dexcom employees or any other company location. Dexcom is not responsible for any fees related to unsolicited resumes/applications.