Customer Service Supervisor

Customer Service Supervisor

Dexcom Corporation (NASDAQ DXCM) is a pioneer and global leader in continuous glucose monitoring (CGM). Dexcom began as a small company with a big dream: To forever change how diabetes is managed. To unlock information and insights that drive better health outcomes. Here we are 25 years later, having pioneered an industry. And we're just getting started. We are broadening our vision beyond diabetes to empower people to take control of health. That means personalized, actionable insights aimed at solving important health challenges. To continue what we've started: Improving human health.

We are driven by thousands of ambitious, passionate people worldwide who are willing to fight like warriors to earn the trust of our customers by listening, serving with integrity, thinking big, and being dependable. We've already changed millions of lives and we're ready to change millions more. Our future ambition is to become a leading consumer health technology company while continuing to develop solutions for serious health conditions. We'll get there by constantly reinventing unique biosensing-technology experiences. Though we've come a long way from our small company days, our dreams are bigger than ever. The opportunity to improve health on a global scale stands before us.

Inside Operations team in Lithuania is part of Dexcom's Global Business Services (GBS) Center, mostly focused on EMEA region. The team is responsible for helping patients and their families access Dexcom's continuous glucose monitoring (CGM) products, while also providing a variety of additional support types for our end users and business partners.

We are seeking for a highly motivated and experienced Customer Service Supervisor to drive operational excellence and provide support for Commercial organization driving business expansion across the EMEA region. This role is crucial in ensuring that our product support and service delivery meet the highest standards of excellence.

Where you come in:

• You will lead and motivate a high-volume, English-speaking operational team that handles customer inquiries, order processing, and account management across phone, email, and social media channels.
• You will ensure service quality and regulatory compliance while delivering a superior customer experience at every touchpoint.
• You will manage the full employee lifecycle — from recruitment and onboarding to performance management, development, retention, and engagement.
• You will oversee team schedules, staffing plans, and productivity to ensure adequate coverage and alignment with service level agreements (SLAs).
• You will coordinate training delivery and proactively plan for future team needs, including systems, tools, resources, and facilities.
• You will drive a culture of Operational Excellence by leading continuous improvement initiatives and supporting automation efforts within your team and across functions.
• You will analyze performance and process data to identify trends, improve workflows, and implement optimizations that enhance service delivery and efficiency.
• You will collaborate cross-functionally with internal departments (e.g., IT, Supply Chain, Finance Ops) and customers to resolve issues and drive improvements.
• You will handle complex escalations and ensure customer issues are resolved with urgency and care.

What makes you successful:

• You are fluent in English, both written and verbal, and communicate clearly across all channels.
• You bring proven experience in managing high-volume customer service or contact center teams within performance-driven environments.
• You demonstrate strong communication and leadership skills, engaging, coaching, and developing your team effectively.
• You are comfortable working with data and dashboards, and you make informed, data-driven decisions.
• You approach operational challenges with a structured, can-do attitude and show resilience under pressure.
• You are familiar with Continuous Improvement (CI) and Lean principles, and you understand automation solutions such as Robotic Process Automation (RPA).
• You have experience in scheduling, forecasting, and resource planning to maintain service levels and ensure operational efficiency.

What you'll get:

• Comprehensive onboarding and training on the job.
• Opportunity to work in a diverse and inclusive environment with colleagues representing 45 different nationalities.
• Hybrid working model, offering the flexibility to work both remotely and in a modern, well-equipped office space.
• 5 additional vacation days, with potential for more for parents, students, and other cases with approval.
• Opportunity to work from other countries for up to 30 days per year.
• Health Insurance including reduced premiums available for dependants.
• Life and Accident insurance coverage.
• 3rd Pillar Private Pension plan.
• Health and Wellness programs, including access to online coaching and therapy sessions.
• Fertility, Family forming, Menopaus and Men's health support services.
• Regular team-building events that foster collaboration and connection.
• Best-in-class training and career development programs.
• Exclusive discounts on restaurants, spas, clothing, gyms, entertainment, and more.
• Access to a fitness tracking app with rewards for staying active.
• Free parking available at our city center office location.

Experience and Education Requirements:

• Typically requires a Bachelor's degree with 5-8 years of industry experience and informal management/team lead experience.

Flex Workplace:

• Your primary location will be an office, based in Vilnius. You will not have an assigned workstation and will work with your manager to determine office visit needs. You must live within commuting distance of your assigned Dexcom site.

Imagine a workplace where your ideas are valued, your growth is supported, and your efforts directly contribute to our success. We believe in fostering a culture where everyone feels empowered, inspired, and excited to come to work each day. If you're looking for a role that offers more than just a job, where you can truly make a difference and have fun while doing it, then we can't wait to meet you! Join us and be a part of something extraordinary.