Assistant Manager - Technical Customer Support
 IDEXX Laboratories, Inc | |
 United States, Tennessee, Nashville | |
 Feb 03, 2026 | |
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We're looking for an Assistant Manager of Customer Experience to help guide our team in delivering superior support to the clinics and MFR Reps we serve. In this role, you'll help oversee daily operations and support our customer experience team, and step in to solve trickier customer challenges. This role will be based hybrid onsite in our Franklin, TN office What You'll Do* Support the Customer Experience Manager in leading daily operations and team performance. * Provide backup to the team with incoming Support calls/chats/cases. * Jump in to resolve escalated customer questions with empathy, efficiency, and care. * Keep a close eye on service quality, looking for ways we can make the customer journey even smoother. * Gather and analyze customer feedback to spark ideas for improvement. * Step up to lead the team when the Customer Experience Manager is away. What We're Looking For* 2+ years of experience in customer service or customer experience, with at least 1 year in a lead or supervisory role. * A natural problem solver who stays calm under pressure and thinks quickly on their feet. * A strong communicator who can connect with customers and teammates alike. * Someone who thrives in a fast-paced environment and enjoys helping others grow. Why IDEXX
We're proud of the work we do, because our work matters. An innovation leader in every industry we serve, we follow our Purpose and Guiding Principles to help pet owners worldwide keep their companion animals healthy and happy, to ensure safe drinking water for billions, and to help farmers protect livestock and poultry from disease. We have customers in over 175 countries and a global workforce of over 10,000 talented people. So, what does that mean for you? We enrich the livelihoods of our employees with a positive and respectful work culture that embraces challenges and encourages learning and discovery. At IDEXX, you will be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement. IDEXX values a diverse workforce and workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply. IDEXX is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state, or federal laws. | |