Customer Support Team Lead at IDEXX

Auckland, Auckland, New Zealand -

Full Time

Start Date

Immediate

Expiry Date

21 Jun, 26

Salary

0.0

Posted On

23 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, Coaching, Performance Management, Onboarding, Rostering, Ticket Queue Management, Customer Escalations, Cross-functional Collaboration, Process Improvement, Operational Excellence, KPI Alignment, Training Documentation, Quality Assurance, Shift Operations, Project Leadership, Veterinary Software Support

Industry

Biotechnology Research

Description

IDEXX is seeking a front line leader for their Customer Support Leader position on a 18 Month Maternity Cover. You will lead a team of global agents, based from our Freemans Bay, Auckland 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. Within IDEXX, ezyVet is a part of the IDEXX Veterinary Software portfolio. With a focus on software solutions, we are dedicated to enhancing the health and well-being of pets, people, and livestock around the world. Through the power of the cloud, our solutions simplify the flow of information across any practice and link vets to what they need when they need it. Patient data. Client communications. Business insights. All at their fingertips. But what is ezyVet you ask? ezyVet is a cloud based Veterinary Practice Management Software. We provide easy to use Software that helps veterinary practices save time, increase revenue, communicate better with clients and reduce workload stress. We are a premium software product and part of IDEXX’s Veterinary offerings. A bit more about the role, you will: 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. More importantly, what you can expect from us? Join a team with a diverse range of skills who support each other to achieve outcomes and have fun along the way! (Good banter is a must! As well as a like of dogs, we have a few dogs on our team too) Structured onboarding, induction, ongoing training and transparent performance driven professional development Great office space to collaborate - including a gym and roof top terrace! Coffee + Fruit + Food Truck Friday Dog friendly office Be willing to join a shift pattern that consists of either 6am-3pm or 10am-7pm and are evenly assigned 3 months in advance – We do our best to roster based on preference however having flexibility would be preferable Why IDEXX? We’re proud of the work we do because our work matters. An innovation leader in every industry we serve, we follow our Purpose and Guiding Principles to help pet owners worldwide keep their companion animals healthy and happy, to ensure safe drinking water for billions, and to help farmers protect livestock and poultry from disease. We have customers in over 175 countries and a global workforce of over 10,000 talented people. So, what does that mean for you? We enrich the livelihoods of our employees with a positive and respectful work culture that embraces challenges and encourages learning and discovery. At IDEXX, you will be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement. 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. #LI-JS1 An innovation leader in every industry we serve, IDEXX follows its Purpose and Guiding Principles to help pet owners worldwide keep their companion animals healthy and happy, ensure safe drinking water for billions, and to help farmers protect livestock and poultry from disease. We have customers in over 175 countries and a global workforce of over 10,000 talented people. Approximately one-third of our team is located outside the United States.

Responsibilities

The role involves leading and empowering a high-performing global support team across multiple tiers, ensuring operational excellence and alignment with departmental KPIs. Key duties include driving team development through coaching, managing performance reviews, overseeing daily shift operations, and handling customer escalations.