Customer Support Supervisor - Water & Livestock, Poultry, Dairy

IDEXX is seeking a Customer Support Supervisor to lead and support our Water, Livestock, Poultry & Dairy (LPD), and Opti Medical Customer Support team.

Why this role matters:

Our LPD and Opti Medical businesses provide diagnostic testing solutions that help monitor and improve the health of herd and flock animals worldwide, while Opti Medical supports human healthcare through blood gas analysis solutions sold across North America and global markets.

Our Water business delivers innovative testing solutions that help customers safeguard drinking water, wastewater, recreational water, and on-premise water systems.

In this role:

As a Customer Support Supervisor, you will play a critical role in leading day-to-day customer support operations while fostering a high-performing, customer-focused team. You will drive operational excellence, identify and implement process improvements through a continuous improvement mindset, and ensure an exceptional customer experience across multiple product lines.

This role combines people leadership with operational accountability and is ideal for a passionate leader who enjoys developing employees, leveraging data to drive decisions, and creating efficient, customer-centric processes. You will also serve as a key resource for escalated customer issues and step in as an individual contributor when business needs require.

Most importantly, you'll help support customers whose work contributes to healthier animals, safer water, and improved human health.

You will lead, coach, and develop a team of Customer Support Representatives to achieve departmental and business objectives.

• You will foster a positive, engaged, and inclusive team culture focused on customer success and continuous improvement.

• You will monitor operational performance, analyze key metrics, and identify opportunities to improve efficiency, quality, and the customer experience.

• You will partner with cross-functional teams to resolve customer concerns and support business initiatives.

• You will support workforce planning, scheduling, and daily operational execution.

• You will manage escalated customer issues and drive timely, effective resolution.

• You will contribute to process improvement efforts using Lean principles and data-driven decision-making.

• You will support onboarding, training, and ongoing professional development of team members.

What you need to succeed:

• Demonstrated success in a people leadership role, preferably within a customer support, contact center, or service environment.

• Strong operational mindset with experience managing performance metrics and driving results.

• Proven ability to coach, motivate, and develop employees.

• Exceptional customer service and problem-solving skills.

• Experience using data and analytics to identify trends, inform decisions, and improve outcomes.

• Excellent verbal and written communication skills.

• Experience working in biotechnology, diagnostics, healthcare, life sciences, or a related industry is a plus.

• Ability to balance strategic priorities with hands-on support when needed.

What you can expect from us:

• Base annual salary target: $70K-$85K DOE
• Opportunity for annual cash bonus
• Health / Dental / Vision Benefits Day-One
• 5% matching 401k
• 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!
• A dynamic and exciting career that utilizes your leadership experience, technical skills, allows you to travel, meet new people, expand your knowledge and skill set, all while positively impacting the lives of pets and their owners
• This position will be based out of our Scarborough, Maine location with the option of a hybrid environment. Monday through Friday, normal business hours

Why IDEXX

We're proud of the work we do, because our work matters. An innovation leader in every industry we serve since 1983, our team members help pet owners worldwide keep their companion animals healthy and happy, ensure safe drinking water for billions, and help farmers protect livestock and poultry from disease.

We have customers in over 175 countries and a collaborative global workforce. Our culture embraces challenges and encourages learning and discovery. At IDEXX, you'll be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement.

If meaningful work and a sense of purpose are at the top of your list, you'll find it here. Let's pursue what matters together.

IDEXX values a diverse workforce and workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.

IDEXX is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state, or federal laws.

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