Care Supervisor

Abbott

Remote Care Technical Support Supervisor leading a team to provide support on Merlin.net products at Abbott. Responsible for staff development and delivering high-quality technical assistance to customers.

Posted 6/30/2026full-timeAlajuela • 🇨🇷 Costa RicaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership in managing Technical Support teams, ensuring high-quality customer service and effective troubleshooting of Merlin.net remote care products. Emphasizes staff development, coaching, and fostering a culture of continuous quality improvement.

Highest-signal resume keywords

Technical Support LeadershipCustomer Service ManagementStaff Development and CoachingBilingual Communication (English and Spanish)Call Center Experience

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Technical TroubleshootingQuality Improvement ProcessesField Contact Reports (FCR) DocumentationProduct SupportInformation Technology (IT) Knowledge

Soft Skills

Effective CommunicationMentoringProblem SolvingTeam BuildingCustomer Focus

Industry Keywords

Call Center EnvironmentCustomer SupportTelecommunicationsDiversity and InclusionEmployee Development

About the role

Key responsibilities & impact

Provide leadership to Technical Support agents who provide technical guidance and troubleshooting support on the use of Merlin.net remote care products.
Assure timely response and closed loop follow-up to clinicians, patients and company representatives by phone and/or email.
Maintain staff and equipment to assure appropriate technical capabilities and monitor interactions to insure a high degree of quality, efficiency and effectiveness.
Responsible for hiring and retaining a diverse, highly qualified staff and for providing career coaching, growth, and personal development.
Accountable for the staff development; critiques, instructs, mentors, evaluates, and coaches.
Maintain a safe work environment and a strong customer focus.
Create an environment that consistently fosters employee understanding of quality and train, facilitate, and motivate all employees to actively participate in the process of continuous quality improvement.
Identify, track and characterize new issues.
Handle escalated calls as needed.
Ensure complaints are documented via Field Contact Reports (FCR’s) and forwarded to the Product Performance Group.

Requirements

What you’ll need

Bachelor's degree in Business Administration, Industrial Engineering, Computing, or related field
3 years of Supervisory experience of a team of non-exempt employees, preferably in a call center environment.
6 years of progressively more responsible experience in a customer service, product support, Information Technology (IT), telecommunications, or related role.
Fully Bilingual (English and Spanish).

Benefits

Comp & perks

Career development with an international company where you can grow the career you dream of.
Health plan
Life insurance
Tuition
Stock purchase plan
Asociación Solidarista
Cafeteria subsidy
Free parking lot
A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
A company that is recognized as one of the best big companies to work for as well as a best place to work for diverse, working mothers, female executives, and scientists.