Customer Support Team Lead (18‑month maternity cover)

About the role

IDEXX is looking for a front‑line leader to manage its global Customer Support team for an 18‑month maternity cover. Based in Freemans Bay, Auckland, you will guide a high‑performing group of agents, ensure operational excellence, and support the Global Head of Support in shaping enterprise support strategy.

Key responsibilities

• Lead and empower a multi‑tier support team, aligning daily activities with departmental KPIs.
• Conduct fortnightly 1:1s, performance reviews and maintain personal development plans for direct reports.
• Oversee onboarding, induction and ongoing training to ensure agents are ready and effective.
• Manage daily shift operations, including rostering, ticket queue oversight, handovers and stand‑ups.
• Handle customer escalations and coordinate resolution with relevant stakeholders.
• Represent the support team in cross‑functional projects, product rollouts and process‑improvement initiatives.
• Lead internal projects, contribute to product recovery efforts and continuously improve tools, documentation and processes.

Required profile

• Proven experience leading customer support or call‑centre teams.
• Strong coaching and people‑development skills.
• Excellent communication and stakeholder‑management abilities.
• Ability to manage shift schedules, leave approvals and ensure coverage.
• Detail‑oriented with a focus on quality and continuous improvement.

Required skills

• Leadership and team management.
• Customer service excellence.
• Process optimisation.
• Project coordination.

What we offer

• A collaborative, diverse team that values fun and camaraderie (dogs welcome!).
• Opportunity to influence global support strategy within a leading veterinary software company.
• Professional development and exposure to cross‑functional initiatives.