Customer Support Supervisor (Operational Delivery)

About the Role

We’re looking for an experienced Customer 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 combining customer 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 with Project 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 in building team capability, embedding knowledge and helping stabilize operations in Budapest.

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, including workload, priorities, quality, customer experience and performance.
• Coach and support team members in resolving complex customer enquiries, disputes, financial discrepancies and escalations.
• Oversee project-related financial activities, including budget tracking and investigation of potential overspend and exceptions.
• Ensure investigation findings are accurate, well documented and clearly communicated to Project Managers and other stakeholders.
• Use customer, financial and operational data to identify trends, risks, root causes and recurring issues.
• Monitor service 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 support process improvements and corrective actions that improve quality, efficiency and operational effectiveness.
• Build team capability through 1:1s, coaching, feedback, development planning, cross-training and knowledge sharing.
• Support the ongoing knowledge 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 least 3 + y ears of people leadership or management experience within customer operations, shared services, financial operations, service delivery or a similar operational environment.
• Demonstrated experience leading, coaching and developing teams and managing day-to-day operational performance.
• Strong customer focus and problem-solving skills, with experience managing complex issues, disputes and escalations through to resolution.
• Strong analytical skills, with experience using financial or operational data to identify trends, risks, exceptions and opportunities.
• Strong stakeholder management skills, with the confidence to communicate complex findings, risks and recommendations clearly to different audiences.
• Experience monitoring KPIs, service performance and operational priorities and translating insights into action.
• Excellent English communication skills, both written and verbal.
• Strong Microsoft 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 supporting process improvement, operational excellence or customer experience initiatives.
• Ability to work from our Budapest office 5 days per week for approximately the first three months. After this period, the standard business/site working model will apply.

What Makes Someone Successful?

Successful leaders in this role typically demonstrate:

• A genuine commitment to developing people and building strong teams
• Strong ownership and accountability for operational performance
• A customer-focused and solution-oriented mindset
• Confidence working with people, customers and data
• Curiosity and an investigative approach to complex problems
• Strong judgement and decision-making skills
• The ability to turn data 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

Nice to Have

• Experience in financial operations, project financial support, billing, dispute management or customer operations.
• Familiarity with ERP systems such as SAP, Oracle or similar platforms.
• Experience supporting operational transitions, knowledge transfer or process stabilization.
• Experience within a multinational or Shared Service Center environment.
• Exposure to project coordination or project support.
• Experience within clinical trials, life sciences or pharmaceutical services is an advantage, but not essential.

Why Join Our Budapest Team?

This is an opportunity to shape and develop a team within an evolving operation while working at the intersection of people 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 We Offer

• Competitive compensation package including annual performance bonus
• Following the initial transition period, hybrid working in line with the applicable business and site working model
• Comprehensive benefits package including private healthcare, life, accident and critical illness insurance, and voluntary pension contribution
• Flexible Cafeteria package, including SZÉP Card contribution and additional benefit options
• Complimentary language courses
• Extensive learning and leadership development opportunities
• Career progression and internal mobility opportunities within a global organization
• Modern office environment on Váci út with employee parking, complimentary coffee, tea and refreshments, relaxation areas and excellent public transport connections
• A collaborative, inclusive and supportive workplace culture

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.

Ready to Make an Impact?

If you’re looking for an opportunity to lead 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.