Customer Support Team Leader

As a Customer Service Desk Supervisor, you will lead a team of 8 to 10 Customer Service Desk Agents. This is a hands-on role: you will act both as a supervisor and as an active agent, supporting daily operations while guiding your team to deliver excellent customer service.

RESPONSIBILITIES

• Supervise and coach a dedicated team of Customer Service Desk Agents, including conducting performance reviews, supporting recruitment, creating development plans, and providing daily mentoring.
• Actively participate in daily customer service desk activities, handling customer inquiries, RMAs, and complaints alongside your team.
• Ensure timely, efficient, and accurate management of RMAs (from collection to invoicing) and complaint resolution.
• Monitor team KPIs using Visual Management tools, identify deviations, and apply problem-solving techniques to close gaps and achieve targets.
• Drive continuous improvement in customer satisfaction and service quality.
• Foster a collaborative, inclusive, and high-performing team culture.

EDUCATION/EXPERIENCE REQUIREMENTS

• Bachelor’s degree or proven experience in Customer Support.
• Experience managing people in an international environment is preferred.

SKILLS & COMPETENCIES

• Strong digital literacy, especially with MS Office.
• High accuracy in generating and processing data.
• Excellent communication and customer handling skills.
• Proactive problem-solving attitude.
• Ability to balance supervisory duties with direct customer support tasks.

WHAT WE OFFER

• A multicultural and informal environment focused on inclusion and diversity.
• Full-time contract with a hybrid work model (minimum 3 days in office, 2 days remote).
• Flexible office hours (start between 7:30–9:00 am, end between 4:00–6:30 pm).
• Opportunities for growth and development within a global company.
• Access to Fortive Business System tools, with the possibility to become a specialist or champion.
• Leadership training, coaching, and mentoring programs.

Fortive Corporation Overview

Fortive’s essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We’re a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.

We are a diverse team 18,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact. 

At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference. 

At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone. 

At Fortive, we believe in growth. We’re honest about what’s working and what isn’t, and we never stop improving and innovating.

Fortive: For you, for us, for growth.