The Customer Support Supervisor leads daily operations across sample intake, processing, and customer support to ensure accurate, timely, and high-quality service delivery. This role oversees team performance, workflow coordination, and data integrity within LIMS while ensuring compliance with ISO 17025 and company standards. Serving as a key liaison between clients, laboratory teams, and internal stakeholders, the Supervisor drives On-Time Delivery (OTD), resolves operational issues proactively, and monitors performance metrics. This position is critical to improving operational efficiency, minimizing errors, and delivering an exceptional customer experience. Essential Responsibilities - Lead daily operations for sample intake, processing, and customer support to ensure accuracy, efficiency, and OTD - Manage team performance, staffing, and workload distribution to meet business demands - Coach, develop, and manage team members, including performance management and corrective actions - Support onboarding and training to build a high-performing, customer-focused team - Oversee LIMS data integrity, sample login, and workflow prioritization to reduce errors and rework - Ensure compliance with ISO 17025, company SOPs, quality standards, and safety requirements - Coordinate cross-functionally to align intake volume with laboratory capacity and business priorities - Serve as a primary liaison between clients, lab teams, and internal stakeholders to ensure clear communication and issue resolution - Monitor and drive KPIs, including turnaround time, error rates, and customer responsiveness - Oversee document control and clerical review processes to ensure accuracy and completeness - Manage invoice accuracy and billing processes in partnership with Finance - Lead escalation management for complex operational or client issues - Support audit readiness and participate in internal and external audits - Identify operational risks and implement mitigation strategies - Drive continuous improvement initiatives to enhance efficiency and customer experience - Partner with leadership on strategic initiatives, resource planning, and forecasting - Standardize processes across functions and locations to improve consistency and scalability - Perform additional duties as needed to support business objectives Education & Experience - Bachelor's degree in Science, Business, or a related field, or equivalent experience - 3-5 years of experience in laboratory operations, sample management, or customer-facing support in a regulated environment - 1-3 years of leadership experience, including team development and performance management - Experience in a quality-regulated environment (e.g., ISO 17025) - Proven ability to manage high-volume operations with competing priorities and deadlines - Experience handling client inquiries, issue resolution, and cross-functional coordination Key Competencies - Leadership & Team Development: Builds, coaches, and holds teams accountable for performance - Communication & Relationship Management: Establishes strong partnerships and communicates effectively with clients and stakeholders - Operational & Business Acumen: Aligns team priorities with business goals, including OTD, billing, and customer satisfaction - Critical Thinking & Problem Solving: Uses data and KPIs to drive decisions and solutions - Ethical Practice & Compliance: Ensures data integrity and adherence to regulatory and quality standards General Requirements - Ability to manage multiple priorities in a fast-paced, high-volume environment - Strong organizational skills with attention to detail and accuracy - Effective decision-making and problem-solving skills - Clear and professional written and verbal communication - Flexibility to adapt to changing business needs, including overtime as required Physical Demands / Work Environment - Frequent use of computer, keyboard, and standard office equipment - Standing and walking for up to 80% of the shift - Occasional lifting of up to 25 pounds - Exposure to laboratory conditions, including odors, fumes, chemicals, and microbiological materials - Noise levels range from quiet to loud; temperatures may vary - Requires color vision and depth perception - Fast-paced, team-oriented work environment Schedule: Monday - Friday, 8:00AM - 5:00PM, evening and weekends if needed. The compensation details provided below reflect the expected pay range for this role, based on the selected compensation structure and applicable guidelines. Actual pay within this range may vary depending on factors such as experience, skills, qualifications, and geographic location. Additional components of total rewards-such as bonuses, benefits, or incentives-may also apply where applicable. Salary Range for Pay Transparency $75,000-$95,000 USD