Customer Support Supervisor (Operational Delivery)

Work Schedule

Environmental Conditions

Job Description

About Us

At Thermo Fisher Scientific, our mission is to enable our customers to make the world healthier, cleaner and safer. Every day, our colleagues support scientific discoveries, healthcare innovations and life-changing therapies that positively impact millions of people worldwide.

Our Budapest Shared Service Center brings together talented professionals who support customers and colleagues across multiple countries while building rewarding careers in an international environment.

About the Role

We're looking for an experiencedCustomer Support Supervisor to lead a new team supporting the financial and operational activities behind clinical trial projects.

This is a hands-on people leadership role combiningcustomer support, operational delivery, financial analysis, issue resolution and continuous improvement. You'll be responsible for the day-to-day performance and development of your team while ensuring customer enquiries, project-related financial issues and operational activities are managed accurately and effectively.

You'll work closely withProject Managers and cross-functional stakeholders, using customer, financial and operational data to investigate issues, reduce disputes and identify opportunities to improve performance and customer experience. You'll also play an important role inbuilding team capability, embedding knowledge and helping stabilize operations in Budapest.

Why Join Our Budapest Team?

This is an opportunity to shape and develop a team within an evolving operation while working at the intersection ofpeople leadership, customer experience, financial operations and continuous improvement.

You'll have the autonomy to influence how the team works, develop its capabilities and use data and customer insights to drive meaningful improvements, while gaining exposure to international stakeholders across a global organization.

What You'll Do

• Lead, coach and develop a Customer Support team, creating an accountable, collaborative and customer-focused environment.

• Own the team's day-to-day operational delivery, includingworkload, priorities, quality, customer experience and performance.

• Coach and support team members in resolvingcomplex customer enquiries, disputes, financial discrepancies and escalations.

• Oversee project-related financial activities, includingbudget tracking and investigation of potential overspend and exceptions.

• Ensure investigation findings are accurate, well documented and clearly communicated to Project Managers and other stakeholders.

• Usecustomer, financial and operational data to identify trends, risks, root causes and recurring issues.

• Monitorservice and operational KPIs, identifying performance gaps and driving appropriate actions.

• Partner with Project Managers and cross-functional teams to resolve issues and improve the customer experience.

• Lead and supportprocess improvements and corrective actions that improve quality, efficiency and operational effectiveness.

• Build team capability through1:1s, coaching, feedback, development planning, cross-training and knowledge sharing.

• Support the ongoingknowledge transfer and stabilization of operations in Budapest.

• Take ownership of improvement projects and wider business initiatives as required.

What We're Looking For

• Ideally, at least3+ years of people leadership or management experience within customer operations, shared services, financial operations, service delivery or a similar operational environment.

• Demonstrated experienceleading, coaching and developing teams and managing day-to-day operational performance.

• Strongcustomer focus and problem-solving skills, with experience managing complex issues, disputes and escalations through to resolution.

• Stronganalytical skills, with experience using financial or operational data to identify trends, risks, exceptions and opportunities.

• Strong stakeholder management skills, with the confidence to communicatecomplex findings, risks and recommendations clearly to different audiences.

• Experience monitoringKPIs, service performance and operational priorities and translating insights into action.

• ExcellentEnglish communication skills, both written and verbal.

• StrongMicrosoft Excel and Office skills, including experience working with reports, operational data and performance metrics.

• Strong organization, judgement and prioritization skills, with the ability to manage multiple priorities in a changing environment.

• Experience supportingprocess improvement, operational excellence or customer experience initiatives.

• Ability to work from ourBudapest office 5 days per week for approximately the first three months. After this period, the standard business/site working model will apply.

Nice to Have

• Experience infinancial operations, project financial support, billing, dispute management or customer operations.

• Familiarity withERP systems such as SAP, Oracle or similar platforms.

• Experience supportingoperational transitions, knowledge transfer or process stabilization.

• Experience within amultinational or Shared Service Center environment.

• Exposure toproject coordination or project support.

• Experience withinclinical trials, life sciences or pharmaceutical services is an advantage, but not essential.

What Makes Someone Successful?

Successful leaders in this role typically demonstrate:

• A genuine commitment todeveloping people and building strong teams

• Strong ownership and accountability for operational performance

• A customer-focused and solution-oriented mindset

• Confidence working withpeople, customers and data

• Curiosity and an investigative approach to complex problems

• Strong judgement and decision-making skills

• The ability to turndata and insights into practical actions

• Confidence challenging existing ways of working and driving improvement

• Resilience and adaptability in a changing environment

• Strong collaboration across teams and functions

What We Offer

• Competitive compensation package includingannual performance bonus

• Following the initial transition period,hybrid working in line with the applicable business and site working model

• Comprehensive benefits package includingprivate healthcare, life, accident and critical illness insurance, and voluntary pension contribution

• FlexibleCafeteria package, including SZÉP Card contribution and additional benefit options

• Complimentary language courses

• Extensivelearning and leadership development opportunities

• Career progression and internal mobility opportunities within a global organization

• Modern office environment onVáci út with employee parking, complimentary coffee, tea and refreshments, relaxation areas and excellent public transport connections

• A collaborative, inclusive and supportive workplace culture​

Ready to Make an Impact?

If you're looking for an opportunity tolead and develop a team, take ownership of complex customer operations and use data and insights to drive meaningful improvements, we'd love to hear from you.