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 95000 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.

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.

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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).