Customer Service Supervisor

About the role

We are looking for a Customer Service Supervisor to lead a team of 10‑12 representatives in Costa Rica. The role supports our regional sales organization, overseeing the order‑to‑fulfillment cycle and ensuring high‑quality service for customers, patients and partners.

Key responsibilities

• Coach, develop and manage a team of 10‑12 customer service representatives.
• Monitor and improve contact‑center KPIs such as phone abandonment, speed to answer, schedule adherence and login time.
• Coordinate sales support administration, logistics, key‑account management and escalation handling.
• Set individual and team goals, create development plans and provide regular performance feedback.
• Analyse performance data to drive process, policy and training improvements.
• Report results and strategic updates to senior leadership.

Required profile

• Minimum 3 years of experience supervising customer service or operations teams of 10 + people.
• Proven track record managing contact‑center KPIs.
• Hands‑on experience with the order‑to‑fulfillment cycle, sales support or logistics coordination.
• Advanced English proficiency (C1 minimum).
• B.S. in Business Management, Operations or Logistics preferred.

Required skills

• Microsoft Excel and other Microsoft Office applications.
• Data analysis and reporting tools.
• Oracle, SAP or similar web‑based order management systems.
• Call‑center software platforms.

What we offer

• A diverse, inclusive environment that values curiosity and innovation.
• Opportunities to work with cutting‑edge science and technology solutions in healthcare, life sciences and electronics.