What are the responsibilities and job description for the Product Support Supervisor position at CSafe Global?
Join CSafe as a Product Support Supervisor and lead the evolution of our Product Support team into a world-class center of product expertise and customer enablement. In this role, you will serve as the primary product knowledge expert for our active and passive temperature-controlled solutions, supporting customers, partners, and internal teams through technical training, knowledge development, and continuous improvement initiatives. This is an exciting opportunity for a customer-focused leader who is passionate about technical excellence, collaboration, and delivering an exceptional customer experience.
About Us:
CSafe offers the most comprehensive suite of thermal shipping solutions for pharmaceutical cold chain shipping needs around the world to ensure patients receive the medicines and treatments they need. In addition to key acquisitions, CSafe has operations in more than 70 locations worldwide to ensure product availability and continue to fulfil our founders’ mission to provide patients around the world with access to viable, life-enhancing pharmaceuticals. With a “client-first” focus, deep industry expertise and commitment to innovation, CSafe continues to deliver industry-leading products provides an end-to-end portfolio including active and passive bulk air cargo, parcel, cell and gene and specialty last-mile use cases. Our team operates with curiosity, humility, accountability, and entrepreneurial spirit to deliver on our vision and mission.
What you'll do:
- Supervise and develop the Product Support team; set individual and team performance goals, conduct performance reviews, manage schedules, and approve time-off requests.
- Serve as the primary subject matter expert (SME) on all CSafe active and passive temperature-controlled products — the go-to resource for internal and external product knowledge questions.
- Respond to product knowledge inquiries from customers, service center partners, Sales, Operations, and Customer Service teams; escalate or redirect repair and maintenance decisions to the appropriate technical operations owner.
- Build, maintain, and continuously improve the product knowledge base, including technical documentation, knowledge articles, troubleshooting guides, and Service Information Letters (SILs).
- Collaborate with Engineering and Quality teams to stay current on product updates, modifications, and technical bulletins; translate changes into accessible, audience-appropriate knowledge resources.
- Develop and deliver product training programs for internal teams (Sales, Customer Service, Operations) and external stakeholders (customers, service center partners).
- Support customer onboarding and product education initiatives to drive successful product adoption and usage.
- Monitor product knowledge inquiry trends to proactively identify and close knowledge gaps across the organization.
- Partner with Customer Service Supervisors to support escalated product-related inquiries that require deep product expertise.
- Coordinate with the Training & Readiness function to ensure product knowledge content is current and integrated into broader learning programs.
- Identify opportunities for process or content improvements; serve as the change agent for implementation within the Product Support function.
- Perform other duties as assigned.
Education & Experience
- Bachelor’s degree in a technical, business, or related field preferred.
- In the absence of a degree, 7 years of relevant experience in a product knowledge, technical support, or related role is required.
- 3 years of supervisory or lead experience.
- Experience in aerospace, pharmaceutical cold chain, or a related technical industry preferred.
- Experience developing or maintaining technical documentation, training content, or knowledge management systems is strongly preferred.
Knowledge Skills & Abilities
- Background knowledge of FAA/EASA Part 145 maintenance requirements is advantageous; direct compliance ownership is not required for this role.
- Excellent communication and presentation skills; demonstrated ability to translate complex technical product information for varied audiences.
- Proven ability to develop and maintain technical documentation, training materials, and knowledge base content.
- Strong leadership and coaching skills; able to hold a team accountable while fostering a positive, development-oriented environment.
- Analytical thinking and problem-solving skills.
- Strong interpersonal skills and collaborative mindset; comfortable working across functions and with external stakeholders.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) — Intermediate to Advanced.
- Organizational skills; able to balance multiple priorities and manage competing demands.
- Professional demeanor and ability to maintain positive relationships with internal and external customers under varying conditions.
Why Join Us?
At CSafe, we foster an exciting, collaborative, and inclusive work environment that promotes both personal and professional growth. Here’s what we offer to our employees:
- Paid Time OFF (PTO) starting at 25 days & Paid Holidays
- Medical, Dental and Vision Insurance
- 401k with Employer Match
- Group Life & Disability
- Health Spending Account Options
- Identity Protection
- Employee Assistance Program
- Travel Assistance Program
- Financial Wellness Program
- Tuition Reimbursement
- Parental Leave
- Referral Program
- Gym Membership Reimbursement
An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.