Customer Support Supervisor

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 safer and more productive. We accelerate transformation in high-impact fields like workplace safety, build environments, and healthcare. We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in healthcare sterilization, industrial safety, predictive maintenance, and other mission-critical solutions. 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 advanced technologies that help providers focus on exceptional patient care. We are a diverse team 10,000 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. About Fluke Fluke is leading the world in creating software, test tools and technology that will support customers today and in the future. We are a customer-obsessed market leader with a strong reputation for reliability, quality and safety.A wholly owned subsidiary of Fortive Corporation (www.fortive.com), Fluke is a global corporation headquartered in the greater Seattle area. Driven by the successful Fortive Business System, Fluke offers the passion of a startup with the resources of a Fortune 500 company. We are focused on the growth of our individual employees, teams and the Fluke brand. We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at [email protected].