At a Glance
- Tasks: Lead a global team to provide top-notch diagnostics support and resolve complex issues.
- Company: Join Zoetis, the leading animal health company making a real impact worldwide.
- Benefits: Enjoy comprehensive benefits, work-life balance, and opportunities for professional growth.
- Other info: Be part of a people-first culture that values diversity and innovation.
- Why this job: Make a difference in animal care while developing your leadership skills in a dynamic environment.
- Qualifications: 8+ years in customer support leadership with strong technical and problem-solving skills.
The predicted salary is between 60000 - 80000 £ per year.
The DX Elevated Support Manager leads and develops the Elevated Diagnostics Support Specialists for the global DX team, ensuring first-class support to internal and external diagnostics stakeholders across multiple regions and time zones—operationally focused on international markets while maintaining global alignment, coverage, and elevated-support standards (product and connectivity).
The team delivers advanced, escalation-level support to Level 1 Tech Support agents, distributors, and field force representatives across the diagnostics portfolio, spanning instrument operation, applications, troubleshooting, and complex problem resolution.
In a player-coach capacity, the manager actively supports case resolution by partnering with specialists on high-impact and complex escalations—triaging, driving investigation plans, removing roadblocks, and ensuring timely, high-quality customer outcomes—while simultaneously coaching to strengthen technical depth, decision-making, and consistent escalation practices.
The leader collaborates closely with Diagnostics Product Support Managers (DPSMs), training teams, and tech support supervisors to ensure technical and process messaging is clearly understood and applied at the market level, and to continuously feed market insights, recurring issues, and product/support needs back into the broader organization.
Leadership & Strategic Direction- Lead a regional DX Elevated Support Specialists team (general product + connectivity). Primary market focus: International and distributor serve as the lead point of contact, ensuring timely resolution, strong stakeholder communication, and measurable customer experience improvements.
- Distributor readiness and adoption: partner with distributor, field, and support leaders to identify gaps, implement corrective action plans, and ensure consistent rollout/adoption of global support processes, connectivity guidance, and knowledge standards.
- Coach, mentor, and develop elevated support specialists.
- Establish and evolve reactive and proactive support structures—driving operational excellence, clear escalation pathways, and repeatable resolution practices—while serving as a player-coach who models strong case leadership and develops consistent problem-solving behaviours across the team.
- Act as a point of escalation (“point of elevation”) for markets on complex issues, including product/application and connectivity-related escalations (e.g., instrument-to-system communication, integrations, network/environment dependencies), co-owning critical cases with specialists to drive timely, high-quality resolution and coaching effective escalation management.
- Actively monitor and optimize elevated queue performance (general + connectivity)—backlog health, timeliness, resolution quality, and cross-team handoffs—stepping in as needed on priority cases to remove blockers, accelerate decisions, and reinforce best-practice investigation and communication.
- Ensure the team owns and manages the L2 queue in the most optimal way (in collaboration with first-line experts and DPSMs) across regions and time zones—expanding scope to include connectivity case management where applicable—while coaching triage discipline, documentation quality, knowledge capture, and repeatable resolution playbooks.
- Work in close collaboration with in-market DX commercial leaders to drive the DX Customer Experience from a technical support perspective, including readiness and adoption of support improvements.
- Drive continuous improvement by assessing feedback, identifying recurring drivers, and implementing process/tooling/knowledge changes to improve user experience and success.
- Collaborate with DPSM, Training, and Tech Support Supervisors to ensure product + process + connectivity messaging is consistent and applied at market level; act as a “multiplier” of technical guidance.
- Support training teams by helping educate agents and field reps on technical/process topics, including connectivity troubleshooting and best practices.
- Bring market signals back to DPSM/partners: issues, trends, product needs, connectivity pain points, and readiness gaps; help define corrective action plans where needed.
- Provide distributor support if not covered by L1 teams (established distributors), including connectivity enablement as required.
- Support beta testing and global optimization projects as needed, ensuring support readiness (including connectivity) and feedback loops are in place.
- Build, lead, and mentor high-performing global teams across support and repair operations.
- Collaborate closely with global L1 teams, DPSM and other elevated support groups as well as Global and Regional Leadership teams.
- Foster a culture of accountability, innovation, collaboration, digital transformation, and customer obsession.
- Develop succession planning, talent development, and organizational capability strategies focused on future-ready operational and AI competencies.
- Drive initiatives to improve customer satisfaction, retention, and loyalty.
- Collaborate with sales, product, and field teams to ensure a seamless support experience for customers.
- Maintain strong relationships with internal and external stakeholders, ensuring alignment on business goals and support strategies.
- Bachelor’s degree in Business, Engineering, Operations, Supply Chain.
- 8+ years of leadership experience in global customer support, repair operations, service delivery, or product/service management environments.
- Proven experience leading large-scale global operational organizations and cross-functional teams.
- Strong background in technical support, repair operations, product quality, customer escalation management, and digital transformation.
- Experience implementing AI, automation, analytics, or digital service transformation initiatives.
- Strong analytical, operational, strategic problem-solving, and data interpretation capabilities.
- Executive communication, stakeholder management, and leadership skills.
- Experience operating within multinational and matrixed organizations.
GDX Elevated Support Manager, International employer: Zoetis
At Zoetis, we pride ourselves on being a people-first employer that fosters a culture of innovation and collaboration. As the leading animal health company, we offer comprehensive benefits, professional growth opportunities, and a commitment to work-life balance, all while making a global impact in animal care. Join us in a dynamic environment where your passion for science and animals can thrive, and be part of a team dedicated to nurturing the world and humankind.
StudySmarter Expert Advice🤫
We think this is how you could land GDX Elevated Support Manager, International
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Zoetis. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Zoetis before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace GDX Elevated Support Manager, International
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Zoetis:Your cover letter is your chance to shine! Tell us why you want to work at Zoetis specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Zoetis!
How to prepare for a job interview at Zoetis
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
