Title: Customer Site Supervisor (UK) Location: Loughborough United Kingdom Full time Remote As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer. DESCRIPTION: Unity Lab Services, a division of Thermo Fisher Scientific, seeks a Customer Site Supervisor to lead teams delivering integrated laboratory services. In this role, you'll ensure operational excellence while managing comprehensive laboratory support services including stockroom/inventory management, chemical handling, glassware washing, and laboratory maintenance. You'll guide cross-functional teams to consistently deliver exceptional customer service, while identifying opportunities for service expansion and process improvement. Working closely with customers and internal stakeholders, you'll ensure service level agreements are met, develop and track key performance metrics, and implement continuous improvement initiatives. This is an opportunity to contribute meaningfully by enabling our customers to advance scientific research and discovery. Key Responsibilities Team Leadership & Development - Lead, develop and manage a cross-functional team of on-site laboratory support staff - Oversee the full employee lifecycle including recruitment, onboarding, training, performance management and development - Foster an inclusive, high-performance team culture aligned with Thermo Fisher Scientific values Operations & Service Delivery - Ensure consistent delivery of contracted services including stockroom management, procurement, material handling, chemical tracking, glass wash, media/reagent preparation, and cell culture support - Monitor, analyse and report on key performance metrics to drive operational excellence - Ensure completion of site audits, SOP implementation, and annual inventory processes Customer & Stakeholder Management - Act as the primary on-site liaison between the customer and Thermo Fisher Scientific - Support customer business reviews in partnership with Programme/Regional Managers - Coordinate customer visits and vendor activities on site Continuous Improvement & Growth - Identify opportunities to expand services and improve efficiency within customer environments - Support Practical Process Improvement (PPI) initiatives and continuous improvement culture - Partner with internal teams to support commercial opportunities and customer value creation Health, Safety & Compliance - Lead and support site safety programmes including hazard identification, inspections, and incident reporting/investigation - Ensure compliance with UK health and safety regulations and internal policies - Work closely with Environmental Health and Safety teams to maintain a safe working environment Additional Responsibilities - Contribute to additional projects and initiatives that support business growth and customer success Minimum Requirements Education • GCSEs (or equivalent) required • Degree in a relevant scientific or business discipline preferred, or equivalent combination of education and experience • Preferred Fields of Study: business, science, or related field • Demonstrated experience in laboratory services, facilities management, or a related operational environment • Experience leading or supervising teams in a customer-facing or multi-site environment • 2+ years of supervisory/leadership experience managing teams • Strong analytical and problem-solving abilities to make informed decisions in a time-sensitive environment • Excellent verbal and written communication skills with ability to interact professionally with all levels • Proficiency in Microsoft Office suite including Excel, Word, PowerPoint

Role Description Onsight Pro is a modern gym management platform built for climbing and fitness facilities, and we're actively growing our customer base by migrating gyms from our legacy platform. As that migration program scales, we need a dedicated support professional to own the customer experience from the moment a gym goes live — through onboarding, an elevated stabilization period, and into long-term ongoing support. The Customer Support Specialist will serve as the primary point of contact for customers after they launch on Onsight Pro. In the near-term, this means guiding newly migrated customers through onboarding and training, managing a structured post-migration Hypercare period, and providing steady-state support as customers settle into day-to-day operations on the platform. This is a role with real ownership and visibility. You'll be at the front line of the Onsight Pro customer experience at a pivotal stage in the product's growth. What You’ll Do - Customer Onboarding & Training (Near-Term Priority) - Conduct onboarding calls and training sessions with gym owners and front desk staff to walk them through key platform workflows. - Orient customers to core Onsight Pro features including check-in, point of sale, membership management, reporting, and integrations (Stripe, Smartwaiver). - Send follow-up documentation, workflow guides, and resources to support customers after training sessions. - Help customers build confidence and operational independence in the platform ahead of and immediately following go-live. - Post-Migration Hypercare Support - Serve as the dedicated point of contact for customers immediately following their go-live. - Conduct regular check-in calls with customers to monitor stability, surface issues early, and maintain customer confidence. - Triage incoming issues, classifying them as bugs or feature requests and evaluating severity using established priority frameworks. - Create, document, and manage issue tickets, ensuring problems are clearly described, properly prioritized, and routed to the appropriate teams. - Communicate resolution timelines and status updates to customers throughout the fix cycle. - Coordinate internal validation of fixes before returning issues to the customer for confirmation. - Manage customer re-testing and officially close out resolved issues. - Transition customers from Hypercare to standard support when stability criteria are met. - Defect & Issue Triage - Participate in regular defect triage meetings, bringing customer impact data and support ticket volume to prioritization discussions. - Track issues using established P1–P4 severity levels, escalating critical issues immediately and routing lower-priority items through standard channels. - Ensure support tickets are accurately linked to corresponding engineering issues for proper tracking and reporting. - Ongoing Customer Support - Provide responsive, knowledgeable support to Onsight Pro customers after they exit the Hypercare period. - Handle inbound support inquiries related to platform workflows, billing, integrations, and general usage. - Identify trends in customer questions and issues, and surface patterns to the Product team to inform roadmap and documentation priorities. - Contribute to the development of support documentation, help articles, and internal runbooks. - Customer Communication & Documentation - Communicate proactively and clearly with customers — in writing and over calls — across all phases of the customer lifecycle. - Document meeting summaries, decisions, and action items promptly after each customer interaction. - Build strong, trust-based relationships with customers during a period of significant change for their businesses. Qualifications - Experience in a customer-facing support, customer success, implementation, or training role, preferably in a SaaS or software environment. - Strong written and verbal communication skills — you can translate technical concepts into plain language for small business owners, and business context into clear details for an engineering team. - Comfort working with issue-tracking and support ticketing tools (e.g., Jira, Zendesk, or similar). - An organized, process-oriented mindset; you can work within defined workflows while also helping to improve them over time. - Ability to manage multiple customers simultaneously at different stages of their lifecycle — from onboarding through long-term support. - A collaborative approach — you'll work closely with Migration, Product, and Engineering teams and need to be an effective bridge between them and the customer. - Experience with Rock Gym Pro and/or the climbing industry. Benefits - Medical, dental, and vision insurance options. - 100% Employer paid short/long term disability. - Basic Life. - 401(k) option with company match up to 4%. - Flexible paid personal/vacation time built on mutual trust and accountability. - 10 sick days annually. - 10 company paid holidays. - 6 weeks paid parental leave. - Pet Insurance. - Medical Travel Benefits. - Infertility Benefits. - Teladoc. - Employee Assistance Program. - Wellness Benefits & Engagement Platform.

Yo, Merlin: Want to sprinkle a little magic into our customer success center? Do you believe that people come first, and that great service is the key to success? If you’re nodding your head, then we should talk. We’ve got a cracking opportunity for you to join our team as a Customer Service Team Lead. Here’s the deal. We’re not your typical “call center”. We’re not interested in measuring our success by how quickly we can get people off the phone. We know that serving our customers with heart and soul is what sets us apart. That’s why we’re looking for someone who can help us take our customer success team to the next level.  As our Customer Service Team Lead, you’ll have the chance to lead the most caring group of people you’ll ever meet. And you’ll empower them to help, truly help, each caller - whether it takes six minutes or sixty! You’ll also be part of a fast-paced environment where the adrenaline is high and the work is never dull.  But it’s not just about the thrill of the job. We believe that supporting our clients on a daily basis is the key to success. That’s why we need someone who shares that belief and who is dedicated to helping people say ‘goodbye’ to the fear of bone loss This incredible career opportunity will give you ALL the feels…. At AlgaeCal, we’re driven by a single idea. To end the fear of bone loss. In the United States, an estimated 54 million people have crumbling bones. And they’re scared. Scared of fractures. Scared of breaks. And, most of all, scared of losing their independence.  The good news? AlgaeCal has the world’s only clinically-backed natural solution to this problem. We give hope to thousands of frightened people. If that excites you, you’ll find no better place to continue your career than at AlgaeCal.  This job might be for you if you’ve got… - 5+ amazing years under your belt in a Customer Service environment. - 2+ years in Customer Service management. You’ve got an enviable track record at getting the most out of your team and skyrocketing performance. - A yoda-like knowledge of CRM & Contact Center as a Solution (Talkdesk for example) and how to get the most out of these platforms.  - A solid track record of coaching and developing your team’s customer service & sales skills, driving CSAT, conversion rates and average order value  - The ability to identify areas of opportunity, develop a plan and implement to desired results - A MASSIVE heart. You’ll be leading some of the most empathetic, caring, and kind people that you’ll ever meet. So if you’re not a genuinely decent human being, this isn’t the job for you.   - A magnet-like ability to attract the very best players to join your team and retain them. What Will You Earn?  The salary for this position starts at $80,000 and can go up to $95,000 depending on your experience. If your salary expectations differ from this range, please let us know! Other Goodies - A generous healthcare package - Monthly team events and activities - Flexible Stat Holidays with the option to bank days for later use - Weekly team lunches - Hybrid work environment (we work from home 2 days a week, if you are Vancouver based) - Casual dress code - Incredible dog friendly, Yaletown office one block from SkyTrain - Professional Development: You’ll get the opportunity to attend professional development conferences or workshops that will enhance your skills, expand your network, and drive your career forward with our support! And of course, we’ll cover your fees, accommodation, travel, meals, and any related materials or resources. We think you should know: AlgaeCal is a hyper-growth company, which means that the role is always evolving as the company grows and expands. We are not a typical “transactional” thinking company. We are a heart based company built on values and where people come first. In order to be happy and successful here, you will need to have and demonstrate this mindset, work smart, hard and embrace everything that comes your way. Our Customer Success Centre operates in Pacific Standard Time and the working hours for this role are Monday - Friday, 8am - 4pm PST. How to apply  So, do you have what it takes to become the next member of team AlgaeCal? Job opportunities like this don’t come along often, and we’ve got a lot to offer our successful applicants. So, to make sure our future Customer Service Team Lead is the real-deal, will be a great fit, and will thrive at AlgaeCal, we ask a little more than your run-of-the-mill job application: If this sounds like a position for you, please respond to this advertisement with your resume and cover letter. Please, read carefully: 1. Write a cover letter addressing: - Why you're the best Customer Service Team Lead for this role. Give quantifiable examples of related achievements. - Describe why you fit perfectly with our values. Read them: here - What's the toughest challenge you’ve ever overcome in your life? How did you overcome it? - What are the last three books you’ve read? - What do you do for fun? 2. Explain what you’re doing now for a job: - If you don’t have one, explain why. - If you have one, explain why you’re looking elsewhere. 3. Upload your cover letter and resume: - Ensure that your cover letter and resume are saved and sent as one file. Yes, our hiring process is challenging, but it’s our way of selecting the best--and your way of ensuring your AlgaeCal teammates are tops. Click the “Apply Now” button on this page and upload your cover letter and resume. ***Note: Please include your cover letter WITH your resume in one document. Applications without a cover letter will not be read! We are looking to hire as soon as we find the right person, so act quickly and you can also expect a prompt response.

Yo, Merlin: Want to sprinkle a little magic into our customer success center? Do you believe that people come first, and that great service is the key to success? If you’re nodding your head, then we should talk. We’ve got a cracking opportunity for you to join our team as a Customer Service Team Lead. Here’s the deal. We’re not your typical “call center”. We’re not interested in measuring our success by how quickly we can get people off the phone. We know that serving our customers with heart and soul is what sets us apart. That’s why we’re looking for someone who can help us take our customer success team to the next level.  As our Customer Service Team Lead, you’ll have the chance to lead the most caring group of people you’ll ever meet. And you’ll empower them to help, truly help, each caller - whether it takes six minutes or sixty! You’ll also be part of a fast-paced environment where the adrenaline is high and the work is never dull.  But it’s not just about the thrill of the job. We believe that supporting our clients on a daily basis is the key to success. That’s why we need someone who shares that belief and who is dedicated to helping people say ‘goodbye’ to the fear of bone loss This incredible career opportunity will give you ALL the feels…. At AlgaeCal, we’re driven by a single idea. To end the fear of bone loss. In the United States, an estimated 54 million people have crumbling bones. And they’re scared. Scared of fractures. Scared of breaks. And, most of all, scared of losing their independence.  The good news? AlgaeCal has the world’s only clinically-backed natural solution to this problem. We give hope to thousands of frightened people. If that excites you, you’ll find no better place to continue your career than at AlgaeCal.  This job might be for you if you’ve got… - 5+ amazing years under your belt in a Customer Service environment. - 2+ years in Customer Service management. You’ve got an enviable track record at getting the most out of your team and skyrocketing performance. - A yoda-like knowledge of CRM & Contact Center as a Solution (Talkdesk for example) and how to get the most out of these platforms.  - A solid track record of coaching and developing your team’s customer service & sales skills, driving CSAT, conversion rates and average order value  - The ability to identify areas of opportunity, develop a plan and implement to desired results - A MASSIVE heart. You’ll be leading some of the most empathetic, caring, and kind people that you’ll ever meet. So if you’re not a genuinely decent human being, this isn’t the job for you.   - A magnet-like ability to attract the very best players to join your team and retain them. What Will You Earn?  The salary for this position starts at $80,000 and can go up to $95,000 depending on your experience. If your salary expectations differ from this range, please let us know! Other Goodies - A generous healthcare package - Monthly team events and activities - Flexible Stat Holidays with the option to bank days for later use - Weekly team lunches - Hybrid work environment (we work from home 2 days a week, if you are Vancouver based) - Casual dress code - Incredible dog friendly, Yaletown office one block from SkyTrain - Professional Development: You’ll get the opportunity to attend professional development conferences or workshops that will enhance your skills, expand your network, and drive your career forward with our support! And of course, we’ll cover your fees, accommodation, travel, meals, and any related materials or resources. We think you should know: AlgaeCal is a hyper-growth company, which means that the role is always evolving as the company grows and expands. We are not a typical “transactional” thinking company. We are a heart based company built on values and where people come first. In order to be happy and successful here, you will need to have and demonstrate this mindset, work smart, hard and embrace everything that comes your way. Our Customer Success Centre operates in Pacific Standard Time and the working hours for this role are Monday - Friday, 8am - 4pm PST. How to apply  So, do you have what it takes to become the next member of team AlgaeCal? Job opportunities like this don’t come along often, and we’ve got a lot to offer our successful applicants. So, to make sure our future Customer Service Team Lead is the real-deal, will be a great fit, and will thrive at AlgaeCal, we ask a little more than your run-of-the-mill job application: If this sounds like a position for you, please respond to this advertisement with your resume and cover letter. Please, read carefully: 1. Write a cover letter addressing: - Why you're the best Customer Service Team Lead for this role. Give quantifiable examples of related achievements. - Describe why you fit perfectly with our values. Read them: here - What's the toughest challenge you’ve ever overcome in your life? How did you overcome it? - What are the last three books you’ve read? - What do you do for fun? 2. Explain what you’re doing now for a job: - If you don’t have one, explain why. - If you have one, explain why you’re looking elsewhere. 3. Upload your cover letter and resume: - Ensure that your cover letter and resume are saved and sent as one file. Yes, our hiring process is challenging, but it’s our way of selecting the best--and your way of ensuring your AlgaeCal teammates are tops. Click the “Apply Now” button on this page and upload your cover letter and resume. ***Note: Please include your cover letter WITH your resume in one document. Applications without a cover letter will not be read! We are looking to hire as soon as we find the right person, so act quickly and you can also expect a prompt response.