Customer Service Supervisor

At Penumbra, innovation, teamwork, and initiative are more than values – they are the foundation of a workplace where every individual is encouraged to grow and make a real difference. We believe that the strength of our team lies in our diverse talents and shared passion for improving lives. If you’re looking for a role where your contributions matter, we invite you to join a company that values both personal development and impactful work.

As a leading MedTech company, we are dedicated to providing cutting-edge solutions for conditions such as stroke, pulmonary embolism, deep vein thrombosis, and acute limb ischemia. Headquartered in Alameda, California, Penumbra has over 4,500 employees worldwide and generated revenues of approximately $1.2 billion in 2024.

We are looking for a Supervisor Customer Support, based in Warsaw, to lead one of our local Customer Support teams. You will drive operational excellence, oversee daily activities, coach and support your team, and ensure consistent, high-quality service delivery. You thrive on structure, efficiency, and people development, take a hands-on approach when needed, and turn operational challenges into opportunities for improvement.

What’s in it for you?

• Innovation – With eight product launches in the past year alone, we continue to push boundaries and bring meaningful innovation to the market.
• Impact, great atmosphere, flat hierachy – We offer a dynamic and inclusive environment where every team member has the opportunity to thrive and contribute to our mission.
• A Team That Inspires – Work alongside a diverse, open-minded, and supportive team that encourages personal and professional growth.
• Stay Active – Enjoy an annual fitness subsidy to support your healthy lifestyle.
• Support & Well-Being – Benefit from our comprehensive Employee Assistance Program, providing guidance and support in times of need.
• Family First – Receive two weeks of paid Family Care Leave to support a sick family member or in the case of bereavement.
• Vacation Time – In addition to your regular local vacation days, enjoy paid extra time off on December 24th and 31st.
• Boost Your Investments – Take part in our Employee Stock Purchase Program and enjoy 15% cashback on your investments.
• Accident Insurance – Stay protected with comprehensive accident insurance during all business trips.
• Private Health Insurance – You will join the company group health insurance contract with Luxmed Premium, that covers you and your dependents.
• Pension scheme PPK – You can join the additional pension scheme with PEKAO TFI, with Penumbra paying 1,5% of your monthly gross salary.

Main Responsibilities

• Lead and coordinate the daily operational activities of your team, ensuring expected performance levels are consistently met
• Foster a culture of operational excellence — optimizing workflows, balancing workloads, and ensuring adherence to procedures
• Provide hands-on support and guidance, acting as a subject matter expert and trusted advisor to the team
• Be fully operational yourself — capable of taking over tasks and ensuring business continuity when needed
• Coach, motivate, and develop team members to achieve their full potential and deliver outstanding service
• Collaborate with internal stakeholders (Sales, Supply Chain, Finance, etc.) to ensure efficient order-to-cash (OTC) processes and smooth communication
• Identify and drive process improvements to increase efficiency and service quality
• Manage escalations within your operational scope, resolving issues quickly and efficiently

What we are looking for

• 2–3 years of experience in a leadership or supervisory role within Customer Support or Operations
• Proven track record in driving operational performance and managing teams in a structured, results-oriented way
• In-depth understanding of customer service processes — ideally in the MedTech or other regulated industry
• Experience with SAP ERP (or similar systems) and MS Excel (pivot tables, data analysis, reports)
• Strong communication, coaching, and conflict resolution skills, with the ability to balance empathy and accountability
• Proactive and hands-on approach — comfortable managing both strategy and execution
• Experience in order-to-cash processes and a commercial mindset
• Proficiency in English is required; knowledge of German or French would be a plus
• Experience working in multicultural and international environments

As we require fluent English skills and the process will involve English speaking colleagues, we are looking forward to receiving your CV in English.

At Penumbra, we value your skills and qualifications above all else. We welcome candidates of any gender, ethnicity, religion, sexual orientation, or age. If you're skilled and a good match for our culture of collaboration, we want you on our team.

To learn more about Penumbra's commitment to being an equal opportunity employer, please take a look at our AAP-Policy-Statement.