Support Services Supervisor

Certified Group is committed to partnering with customers to deliver innovative scientific solutions and expertise – So The World Can Trust In What It Consumes™. Our network of 30+ North American and European laboratories serves the food & beverage, dietary supplements, cosmetics, OTC, tobacco/nicotine, cannabis, and hemp industries.
Our Brands
Certified Group is comprised of a set of specialized brands that collectively deliver laboratory testing, regulatory consulting, and certification & audit services across highly regulated industries:
Certified Laboratories – Provides comprehensive analytical and microbiological testing, primarily supporting food, beverage, cosmetics, OTC, and dietary supplement industries.
Food Safety Net Services (FSNS) – A leading network of ISO-accredited laboratories across North America, focused on food safety testing, operational support, and technical services for the food industry.
Labstat – A global leader in contract research and testing for nicotine, tobacco, cannabis, hemp, and next-generation products, with deep expertise in analytical chemistry and toxicology.
EAS Consulting Group – A regulatory consulting firm offering expert guidance, training, and auditing support across FDA, USDA, and other regulated sectors, powered by a large network of independent advisors.
FSNS Certification & Audit – Provides accredited third-party auditing and certification services, including food safety, animal welfare, and GMP programs.
The Customer Support Supervisor leads daily operations across sample intake, processing, and customer support to ensure accurate, timely, and high-quality service delivery. This role oversees team performance, workflow coordination, and data integrity within LIMS while ensuring compliance with ISO 17025 and company standards.
Serving as a key liaison between clients, laboratory teams, and internal stakeholders, the Supervisor drives On-Time Delivery (OTD), resolves operational issues proactively, and monitors performance metrics. This position is critical to improving operational efficiency, minimizing errors, and delivering an exceptional customer experience.
Essential Responsibilities
Lead daily operations for sample intake, processing, and customer support to ensure accuracy, efficiency, and OTD
Manage team performance, staffing, and workload distribution to meet business demands
Coach, develop, and manage team members, including performance management and corrective actions
Support onboarding and training to build a high-performing, customer-focused team
Oversee LIMS data integrity, sample login, and workflow prioritization to reduce errors and rework
Ensure compliance with ISO 17025, company SOPs, quality standards, and safety requirements
Coordinate cross-functionally to align intake volume with laboratory capacity and business priorities
Serve as a primary liaison between clients, lab teams, and internal stakeholders to ensure clear communication and issue resolution
Monitor and drive KPIs, including turnaround time, error rates, and customer responsiveness
Oversee document control and clerical review processes to ensure accuracy and completeness
Manage invoice accuracy and billing processes in partnership with Finance
Lead escalation management for complex operational or client issues
Support audit readiness and participate in internal and external audits
Identify operational risks and implement mitigation strategies
Drive continuous improvement initiatives to enhance efficiency and customer experience
Partner with leadership on strategic initiatives, resource planning, and forecasting
Standardize processes across functions and locations to improve consistency and scalability
Perform additional duties as needed to support business objectives
Education & Experience
Bachelor’s degree in Science, Business, or a related field, or equivalent experience
3–5 years of experience in laboratory operations, sample management, or customer-facing support in a regulated environment
1–3 years of leadership experience, including team development and performance management
Experience in a quality-regulated environment (e.g., ISO 17025)
Proven ability to manage high-volume operations with competing priorities and deadlines
Experience handling client inquiries, issue resolution, and cross-functional coordination
Key Competencies
Leadership & Team Development: Builds, coaches, and holds teams accountable for performance
Communication & Relationship Management: Establishes strong partnerships and communicates effectively with clients and stakeholders
Operational & Business Acumen: Aligns team priorities with business goals, including OTD, billing, and customer satisfaction
Critical Thinking & Problem Solving: Uses data and KPIs to drive decisions and solutions
Ethical Practice & Compliance: Ensures data integrity and adherence to regulatory and quality standards
General Requirements
Ability to manage multiple priorities in a fast-paced, high-volume environment
Strong organizational skills with attention to detail and accuracy
Effective decision-making and problem-solving skills
Clear and professional written and verbal communication
Flexibility to adapt to changing business needs, including overtime as required
Physical Demands / Work Environment
Frequent use of compu