Customer Success Representative I

Summary

Join Karius, a life science startup, as a Customer Success Representative and provide top-notch support to customers, including physicians and laboratory personnel. You will handle inbound customer requests via phone, email, and help tickets, communicate with lab personnel and physicians for sample information and updates, and liaise with other teams for escalations and support. This hybrid or remote position (USA) requires 3+ years of customer support experience in healthcare, with telephone-based support experience being mandatory. A Bachelor’s degree in Biological Sciences is preferred. The role involves working from 7:00 AM to 4:00 PM, Pacific Time, Friday to Saturday. You will be using advanced technologies and making a direct impact on people's lives.

Requirements

• 3+ years of customer support/service experience in healthcare or related industry - telephone-based support experience, required
• Ability to handle customer contacts in a professional and knowledgeable manner
• Ability to work independently
• Excellence in the handling of Personal Health Information (PHI)
• Excellent verbal and written communication skills
• Basic Office and G Suite skills

Responsibilities

• Provide high-quality support via phone, email, and help tickets for any inbound customer requests
• Communicate with laboratory personnel and physicians to obtain necessary information regarding samples processed by Karius and provide status updates
• Liaise with the Medical Affairs team for escalations regarding Karius test results
• Liaise with production laboratory personnel regarding sample processing and reporting issues
• Liaise with Sales and Business Development teams to provide support for customer needs

Preferred Qualifications

• Bachelor’s or higher degree in Biological Sciences preferred
• Experience working with hospital laboratories and clinicians preferred
• Experience with ticketing systems (Zendesk) and Salesforce, preferred