Supervisor, Customer Support

**Job Description Summary**:
Reporting to the Customer Support Manager, the Supervisor, Customer Support is responsible for providing oversight to the day to day operations of the Customer Service team, aid in developing and executing training material, as well as managing a few direct reports. This is an entry level people management position, so part of their responsibilities will be to provide coaching and guidance to their direct reports, all while developing their own managerial skills. The Supervisor, Customer Support also acts as a point of contact for external departments, as well as an avenue for escalation of issues up through the Customer Service department.

**Core duties & responsibilities**:

- Lead day to day operations. Make decisions around priorities and capacity of team.
- Identifies cross functional projects to drive improvements which positively impact customer experience.
- Formalize training plans for direct reports, and may assist in training activities.
- Chairs meetings, and prepare reports for management.
- Participates in recruitment selection and/or interviews.
- Reviews customer complaints; completing investigations and risk assessments.
- Generates, analyzes and presents data to various platforms.

**Knowledge & Qualifications**:

- Bachelor's Degree.
- Strong knowledge of and proficiency in the systems used by Stemcell Customer Support (SAP, SFDC, Google Suite, etc) as well as strong departmental knowledge. Is likely the SME for at least 1 process.
- Related experience in customer service with an emphasis leading a team in a fast-paced environment, external and internal communication, as well as strong computer literacy. Able to delegate and prioritize tasks efficiently throughout a medium to large team.
- Experience in a supervisory or managerial role.

STEMCELL Technologies Inc. is a privately-owned biotechnology company based in Vancouver that helps power leading-edge life science research around the world. Scientists performing stem cell, immunology, cancer, regenerative medicine and cellular therapy research are among those who rely on our cell culture media, cell separation products, instruments, ancillary reagents and contract assay services. We create novel, useful, standardized products of unfailing quality and deliver them to more than 70 countries via our many regional offices plus distribution centres in Vancouver, Seattle, Grenoble and Singapore. Driven by our love of science and our passion for quality, we see ourselves simply as “Scientists Helping Scientists” - standing by our customers to provide outstanding products, technical support and training. We have over 1000 science-oriented employees globally, including 250 PhDs/MScs, with most others holding a BSc or engineering degree. STEMCELL is proud to be the largest Biotechnology employer in Canada.

This is an opportunity to work with highly motivated colleagues in a science-oriented, creative, and dynamic environment. We offer a competitive salary, excellent benefits, and meaningful career development opportunities.

STEMCELL is well recognized for exceptional leadership and business practices. We are one of Canada’s Best Managed Companies and operate an ISO 14001-certified environmental management system to measure and reduce our environmental impact.

As an equal opportunity employer, STEMCELL is dedicated to ensuring that every employee feels safe, valued, and respected for who they are. We know that scientific progress and innovation occur when diverse, creative minds come together and we are committed to nurturing a culture of inclusivity and belonging. STEMCELL enforces a zero-tolerance policy for any form of discrimination. Selection decisions are solely based on job-related factors.

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