About the role
Work Schedule
Standard (Mon-Fri)Environmental Conditions
OfficeJob Description
Job Description
As a Customer Support Manager you will play a key role in ensuring exceptional customer experience related to purchasing and collection, service coordination, and solution identification. You will develop the physical and digital infrastructure, including process development, through cross functional collaboration with other operational and customer facing teams. Your leadership will be crucial in maintaining high levels of customer satisfaction, resolving complex issues, and contributing to the success of our customer support operations. This role offers the opportunity to drive customer satisfaction and loyalty while building leadership capability in a dynamic, science-driven organization.
Key Responsibilities:
- Design, build, and scale the customer support infrastructure and processes, including policies, workflows, tools, and KPIs.
- Operate and continuously improve customer support performance, monitoring metrics, identifying trends, and driving service quality, efficiency, and compliance
- Own customer escalations and cross-functional resolution, working closely with Sales, Product, and Technical teams to ensure a seamless customer experience
- Provide regular performance and customer satisfaction reporting to leadership to enable data-driven decisions
- Establish internal training frameworks and knowledge standards to support consistent, high-quality issue resolution
- Build, lead, and develop a small customer support team, ensuring capability, accountability, and scalability as the organization grows
Job Description
- Bachelor’s degree with 3–5 years’ experience in customer support, including 1–2 years in a team lead or supervisory role
- Proven ability to lead and develop customer support teams, applying best practices to drive service quality
- Strong communication, coaching, problem-solving, and decision-making skills
- Experience with CRM and customer support systems, with the ability to analyze data and recommend improvements
- Effective project management and organizational skills in a fast-paced environment
- Strong stakeholder management skills and experience leveraging customer feedback to improve service
- Experience in life sciences or related industries a plus; strong proficiency in MS Office
- Working days Sunday - Thursday
Join our team and be part of a world-class organization that is dedicated to making a positive impact on the world.
Apply today!
Aplyr's read
Thermo Fisher Scientific is a powerhouse in biotechnology, attracting professionals passionate about advancing scientific research and innovation across diverse roles and regions.
What's promising
- •Thermo Fisher is a leader in the biotech industry, offering stability and growth potential.
- •The company invests heavily in R&D, fostering innovation and cutting-edge solutions.
- •Global presence provides diverse career opportunities across multiple regions and disciplines.
What to watch
- •High pressure and fast-paced environment may not suit everyone.
- •Complex organizational structure can lead to communication challenges.
- •Frequent acquisitions may result in uncertainty and change for employees.
Why Thermo Fisher
- •Thermo Fisher's broad product portfolio spans laboratory equipment to clinical diagnostics.
- •The company plays a crucial role in global scientific advancements and healthcare solutions.
- •Strong focus on sustainability and corporate responsibility sets it apart in the industry.
Aplyr’s read is generated by AI from public sources. Was it useful?
About Thermo Fisher
Thermo Fisher Scientific is a global leader in serving science, providing a range of products and services to help researchers and scientists in laboratories and clinical settings.
