At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You’ll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world.

A Day in the Life

We’re looking for a Customer Service Supervisor to lead a team of representatives and drive service excellence. In this role, you’ll coach and develop your team, ensure performance goals are met, and handle escalations with confidence. You’ll collaborate with stakeholders, support process improvements, and motivate your team through change. Strong leadership, communication skills, and experience managing teams are key to success.

Responsibilities may include the following and other duties may be assigned:

• Leads and manages a team of Customer Service Representatives, ensuring accountability for achieving operational goals such as SLA, productivity, inactivity, MSS, and quality metrics.
• Provides coaching and development, sharing best practices and fostering continuous learning among team members.
• Conducts performance evaluations, implements Performance Improvement Plans (PIPs) when necessary, and ensures fair and consistent feedback.
• Handles customer and operational escalations, ensuring timely and effective resolution.
• Hosts and participates in meetings with stakeholders to align priorities, share updates, and support cross-functional initiatives.
• Ensures process alignment and compliance with organizational standards, identifying opportunities for simplification and improvement.
• Guides, supports, and motivates agents, driving engagement and accountability across the team.
• Collaborates on and contributes to projects impacting operations, providing insights and ensuring smooth execution.
• Conducts quality monitoring and reviews when needed, ensuring adherence to service standards.
• Acts as a change driver, inspiring confidence and motivating the team through periods of transition or process enhancements

Required Knowledge and Experience:

• High school diploma required
• Minimum of 4 – 5 years of relevant experience
• Advanced English skills
• Good communication and leadership skills
• Experience with leading a team

Nice to Have:

• Bachelor’s degree is advantageous
• Background in Customer Service is desired

Physical Job Requirements

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position.

Benefits & Compensation

Medtronic offers a competitive Salary and flexible Benefits Package

A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage.

This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).

About Medtronic

We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions.

Our Mission — to alleviate pain, restore health, and extend life — unites a global team of 95,000+ passionate people.

We are engineers at heart— putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary.

Learn more about our business, mission, and our commitment to diversity here