Quality & Escalations Supervisor, Technical Support

The Company

Dexcom Corporation (NASDAQ DXCM) is a pioneer and global leader in continuous glucose monitoring (CGM). Dexcom began as a small company with a big dream: To forever change how diabetes is managed. To unlock information and insights that drive better health outcomes. Here we are 25 years later, having pioneered an industry. And we're just getting started. We are broadening our vision beyond diabetes to empower people to take control of health. That means personalized, actionable insights aimed at solving important health challenges. To continue what we've started: Improving human health.

 

We are driven by thousands of ambitious, passionate people worldwide who are willing to fight like warriors to earn the trust of our customers by listening, serving with integrity, thinking big, and being dependable. We've already changed millions of lives and we're ready to change millions more. Our future ambition is to become a leading consumer health technology company while continuing to develop solutions for serious health conditions. We'll get there by constantly reinventing unique biosensing-technology experiences. Though we've come a long way from our small company days, our dreams are bigger than ever. The opportunity to improve health on a global scale stands before us.

Meet the team:

As a Technical Support Supervisor, you will lead a team of Technical Support Specialists responsible for back‑office operational tasks, including technical escalations, quality assurance, and support of frontline teams. In this role, you will work in close collaboration with the Training team and other cross‑functional partners to ensure frontline teams are fully equipped with the knowledge, tools, and guidance needed to deliver the highest level of service to our customers.

Where you come in:

• Supervise, coach, and develop a team of Technical Support Specialists performing back‑office operational tasks.
• Oversee the daily handling of technical escalations, ensuring timely, accurate, and customer‑focused case resolution.
• Manage QA activities, ensuring adherence to QA guidelines and completion of planned evaluations.
• Monitor workload distribution, productivity, and quality to ensure targets and SLAs are consistently met.
• Collaborate closely with Technical Support leadership, Quality, Training, and other business units to enhance processes and drive operational excellence.
• Maintain deep knowledge of Dexcom products, systems, and troubleshooting workflows, ensuring the team remains current on all updates.
• Ensure compliance with internal policies, documentation standards, and regulatory requirements.
• Foster a positive, inclusive, and high‑performance team culture aligned with Dexcom values. 

What makes you successful:

• Demonstrated experience in team management, including coaching, performance development, and driving team engagement.
• Previous experience supervising a team in back‑office operations.
• Strong analytical mindset with the ability to interpret data and drive process improvements.
• Strong strategic thinking skills, with the ability to assess operational needs, anticipate challenges, and contribute to long‑term improvements and process optimization.
• Excellent organizational skills and attention to detail.
• Ability to work cross‑functionally and communicate clearly in a multicultural environment.
• High proficiency in English (both written and spoken).
• Additional language proficiency is highly beneficial.

What you’ll get:

•  A comprehensive onboarding and training on the job.
• Opportunity to work in a diverse and inclusive environment with colleagues representing 45 different nationalities.
• Hybrid working model, offering the flexibility to work both remotely and in a modern, well-equipped office space.
• 5 additional vacation days, with potential for more for parents, students, and other cases with approval.
• Opportunity to work from other countries for up to 30 days per year.
• Health Insurance including reduced premiums available for dependents.
• Life and Accident insurance coverage.
• 3rd Pillar Private Pension plan.
• Health and Wellness programs, including access to online coaching and therapy sessions 
• Fertility, Family forming, Menopause and Men’s health support services.
• Regular team-building events that foster collaboration and connection.
• Best-in-class training and career development programs.
• Exclusive discounts on restaurants, spas, clothing, gyms, entertainment, and more.
• Access to a fitness tracking app with rewards for staying active.
• Free parking space at the city center office location. 
• Language premium allowance if applicable.

Travel Required:

• 0-5%

Experience and Education Requirements:

• Typically requires a Bachelor’s degree in a technical discipline with 5-8 years of industry experience · Informal management/ team lead experience.

Flex Workplace:

• Your primary location will be your assigned Dexcom site, but you may work part of the week from a home office. You must live within commuting distance of your assigned Dexcom site (typically within an hour’s commute).

To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Dexcom. Only authorized staffing and recruiting agencies may use this site or to submit profiles, applications or resumes on specific requisitions. Dexcom does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to the Talent Acquisition team, Dexcom employees or any other company location. Dexcom is not responsible for any fees related to unsolicited resumes/applications.

Monthly base salary for this position is from €2,953.75 to €3,648.75 gross. Final offer will depend on your qualifications, competencies, and professional experience.