As the Senior Manager, Customer Support – North America, you will provide strategic direction and leadership for the regional Customer Support team, overseeing operations and driving initiatives that enhance service delivery and business performance. Working collaboratively with senior leaders across the organization, you will translate departmental strategies into effective plans and operations, identify opportunities for continuous improvement, and ensure customers receive an exceptional experience at every interaction.
Please note that this is a contract position ending April 28, 2028.Job Description
Duties and Responsibilities
Lead and oversee regional Customer Support operations, including order fulfillment, customer experience, and complaint management, ensuring performance against key metrics and business objectives
Mentor and coach supervisors and customer support representatives, fostering professional development, strengthening performance, and building a collaborative, high-performing team culture
Develop and execute short and long-term strategies and plans to support business growth and continuously improve customer support operations
Represent Customer Support across the organization, contributing to cross-functional strategy execution, senior leadership meetings, and business updates
Identify and implement innovative concepts, processes, and methods to evaluate team effectiveness and drive continuous improvement
Collaborate and problem-solve cross-functionally to build alignment, influence decision-making, and enhance order management and the overall customer experience
Knowledge and Qualifications
- Bachelor’s Degree with 10+ years of progressive experience leading, developing, and motivating high-performing teams and organizational talent
Proven ability to drive organizational alignment, influence stakeholders, and communicate effectively across all levels
Adept knowledge of Customer Support and Customer Experience best practices
Experience with ERP/CRM and Customer Support systems, such as SAP, Salesforce (SFDC), Live Chat and Talkdesk
Strong computer literacy, with proficiency in Google Workspace, database applications, and the management of teams, processes, and projects
#LI-KK1 #United #LI-Onsite
STEMCELL Technologies is a privately owned, Vancouver-based biotechnology company that helps power leading-edge life science research around the world. Driven by our love of science and passion for quality, we are a company of Scientists Helping Scientists—standing by our customers to provide the outstanding products, technical support, and training they need to advance their research. Scientists performing stem cell, immunology, cancer, regenerative medicine, and cellular therapy research are among those who rely on our cell culture media, cell separation products, instruments, accessory products, and services. Through our many regional offices, as well as our distribution centers in Vancouver, Seattle, Grenoble, and Singapore, we deliver our innovative, specialized products to more than 100 countries. With over 1,800 employees globally, most with scientific or engineering degrees, STEMCELL is proud to be the largest biotechnology employer in Canada.
This is an opportunity to work with highly motivated colleagues in a science-oriented, creative, and dynamic environment. We offer a competitive salary, excellent benefits, and meaningful career development opportunities.
STEMCELL is well recognized for exceptional leadership and business practices. We are one of Canada’s Best Managed Companies and operate an ISO 14001-certified environmental management system to measure and reduce our environmental impact.
As an equal opportunity employer, STEMCELL is dedicated to ensuring that every employee feels safe, valued, and respected for who they are. We know that scientific progress and innovation occur when diverse, creative minds come together and we are committed to nurturing a culture of inclusivity and belonging. STEMCELL enforces a zero-tolerance policy for any form of discrimination. Selection decisions are solely based on job-related factors.
The annual salary for this job ranges from:
$119,600.00 - $179,400.00STEMCELL determines an individual’s pay within the range based on multiple factors including experience, education, job-related skills, and equity within the team or organization. For jobs that are eligible for sales incentives, the range noted above is inclusive of target incentives; actual incentives are based on individual performance results in accordance with company policy. In addition to base salary, STEMCELL offers a comprehensive total rewards package including health benefits, retirement savings, and more.
To apply, please select the “Apply” button below. You will then be directed to a login screen asking you to set up an account, which is required to apply.
Skills Required
- Bachelor's Degree with 10+ years progressive experience leading and developing teams
- Proven ability to drive organizational alignment, influence stakeholders, and communicate across all levels
- Adept knowledge of Customer Support and Customer Experience best practices
- Experience with ERP/CRM and Customer Support systems such as SAP, Salesforce (SFDC), Live Chat, and Talkdesk
- Strong computer literacy, including Google Workspace, database applications, and project/process management
What We Do
STEMCELL Technologies is a Canadian biotechnology company that helps power leading-edge life science research around the world. Driven by our love of science and passion for quality, we are Scientists Helping Scientists—standing by our customers to provide the outstanding products, technical support, and training they need to advance their research. Scientists performing stem cell, immunology, cancer, regenerative medicine, and cellular therapy research are among those who rely on our cell culture media, cell separation products, instruments, accessory products, and services. Since the launch of the company by Dr. Allen Eaves in 1993, STEMCELL has reinvested all profits back into the research and development of products to better support the international research community. Today, STEMCELL is the largest biotech company in Canada, with over 2000 employees globally, most with scientific or engineering degrees. Through our many regional offices, as well as our distribution centers in Vancouver, Seattle, Grenoble, and Singapore, we deliver our innovative, specialized products to more than 70 countries. At STEMCELL, we are dedicated to improving lives through advancing knowledge and scientific discovery, through our commitment to fostering diversity and inclusion in STEM and the life sciences industry, and through our investments in sustainability, community, and social responsibility. We do all this because we love science as much as you do.
