Customer Service Team Lead

Careers that change lives start here. Medtronic is a global leader in healthcare technology with a Mission to alleviate pain, restore health, and extend life. Our 95,000 employees work across more than 150 countries to put patients first — developing innovative medical technologies that improve the lives of 72+ million patients each year. Your unique talents will help shape the future of healthcare while building a career grounded in purpose, growth, and impact. A Day in the Life The Customer Service Team Lead is responsible for supporting the US Neuroscience Customer Service operation by overseeing daily operational activities, managing escalations, monitoring team performance, and serving as a key point of contact for process-related issues. This position acts as a subject matter expert, provides operational guidance to team members, collaborates with cross-functional partners, and supports leadership initiatives to ensure high service levels and operational excellence. The role supports the Jacks team within the US Neuroscience business and manages approximately 12-15 team members. This is a remote work model position based in Bogotá, Colombia. Responsibilities may include the following and other duties may be assigned: · Lead daily Customer Service operations, ensuring execution of processes and service objectives · Monitor team performance, resolve operational issues, and manage escalations · Serve as a subject matter expert and key point of contact for process-related matters · Prepare and review operational reports to support decision-making and continuous improvement · Partner with US-based and cross-functional teams to address business needs and service challenges · Provide coaching, guidance, and day-to-day support to a team of approximately 12-15 employees · Support training initiatives, drive process improvements, and act as a management backup when required · Represent the organization in customer service activities, supporting issue resolution and operational excellence Required Knowledge and Experience: · Minimum 6 years of relevant experience in Customer Service, Customer Operations, Shared Services, or related functions · Previous Customer Service experience strongly preferred · Experience managing operational processes, reporting, escalations, and cross-functional collaboration · Advanced English proficiency (C1-C2) with the ability to support US-based stakeholders · Demonstrated ability to lead daily operations, coach team members, and influence outcomes · Strong analytical, problem-solving, organizational, and communication skills · High degree of initiative and ability to work independently in a dynamic environment Physical Job Requirements The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position. ‌ Recruitment Fraud Alert We are aware of phishing scams targeting job seekers. Please keep the following in mind: Apply only through official Medtronic channels. All legitimate Medtronic recruiting communications come from approved Medtronic platforms and official @medtronic.com email addresses. Medtronic will never ask for payment or sensitive personal information (such as bank account or Social Security details) during early stages of the hiring process. Any such requests are not legitimate. If you receive a suspicious message claiming to be from Medtronic, do not respond, click links, or open attachments. If you have any questions, concerns regarding the authenticity of a communication alleged to have been made by or on behalf of Medtronic, please contact us immediately at [email protected] . ‌ Benefits & Compensation Medtronic offers a competitive Salary and flexible Benefits Package A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage. This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).