Manager - Technical Support

Technical Support Manager – Dexcom

Lead a 24/7 Technical Support team to provide high-quality, empathetic, solution-focused service to Dexcom Continuous Glucose Monitoring users. Drive service excellence, shape support processes, and grow the team.

Responsibilities

• Lead and manage day-to-day operations of a 24/7 Technical Support team, ensuring strong performance and service delivery.
• Coach, mentor, and develop team members through regular feedback, call monitoring, and performance reviews.
• Set clear, measurable goals and track team performance through metrics and continuous assessment.
• Ensure high-quality patient interactions by guiding the team in troubleshooting technical issues and delivering empathetic support.
• Manage staffing levels, call volumes, and queue performance to meet service level targets.
• Participate in call forecasting, workforce planning, and service level modeling.
• Handle escal...