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!
Skills Required
- Advanced Degree plus 3 years of experience or Bachelor's Degree plus 5 years in customer service leadership
- Demonstrated people management and team development skills
- Strong analytical and problem-solving abilities
- Excellent verbal and written communication skills
- Proficiency with ERP systems (SAP, Oracle) and Microsoft Office
- Experience with continuous improvement methodologies
- Strong organizational and multi-tasking capabilities
- Customer-centric mindset with focus on service excellence
- Process improvement and project management experience
- Fluency in English required; additional languages beneficial
Thermo Fisher Scientific Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Thermo Fisher Scientific and has not been reviewed or approved by Thermo Fisher Scientific.
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Retirement Support — The package includes a 401(k) with a strong company match and an employee stock purchase plan, which are viewed as meaningful components of total rewards.
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Leave & Time Off Breadth — Starting paid time off around three weeks, along with paid holidays, sick time, bereavement, volunteer time, and options to add more, is consistently highlighted as a strength.
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Parental & Family Support — Paid parental leave for primary caregivers plus additional bonding time, together with adoption/fertility assistance and childcare benefits, provides robust family support.
Thermo Fisher Scientific Insights
What We Do
Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of approximately $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our global team delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD.
Why Work With Us
You will join a company which every colleague has the opportunity to create possibilities, for oneself, for our customers and patients. There is no more exciting place to be than at the forefront of solving problems which help improve lives around the world. As a company, we are committed to supporting your career aspirations and your journey.
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