Customer Success Representative I

Accountabilities:

• • Provide empathetic, solution-oriented support to clinicians, clinical staff, laboratory staff, and administrators, ensuring a professional and positive customer experience.
  • Manage customer orders by reviewing reports and dashboards, resolving assigned cases accurately, and ensuring timely completion.
  • Review and appropriately use information from pathology reports and other relevant clinical documentation to support the ordering process.
  • Collaborate with Sales, Product, Laboratory, Billing, and Operations teams to resolve customer issues and communicate effectively throughout the resolution process.
  • Maintain accurate daily documentation and consistently follow established standard operating procedures.
  • Prioritize workloads according to urgency and customer impact while meeting responsiveness and resolution expectations.
  • Communicate professionally through telephone, email, and instant messaging, adapting communication styles to different customer profiles and needs.
  • Identify workflow and customer-experience improvement opportunities and share feedback that can support product and service enhancements.
  • Apply a proactive problem-solving approach, manage conflicts effectively, and follow through until customer issues are resolved.
  • Demonstrate resilience and adaptability in a dynamic, fast-moving environment while actively seeking feedback and applying learnings to improve performance.

  Requirements:

  • Bachelor’s degree required.
  • At least 2 years of customer service experience within healthcare or a clinical reference laboratory environment.
  • At least 3 years of experience working collaboratively with cross-functional teams.
  • Previous sales support experience is preferred.
  • Understanding of clinical data and the ability to communicate sales and marketing messages effectively.
  • Strong knowledge of customer service practices and sales principles.
  • Excellent written and verbal communication, active listening, organizational, analytical, and problem-solving skills.
  • Ability to multitask effectively, manage competing priorities, and maintain accuracy in a fast-paced, time-sensitive environment.
  • Strong conflict-resolution skills and a customer-first mindset.
  • Experience with Salesforce, Slack, and Zendesk is preferred.
  • Ability to work Monday through Friday, 8:30 AM–5:00 PM Pacific Time.

  Benefits:

  • Hourly compensation of $21–$26, with final compensation based on experience, qualifications, and other relevant factors.
  • Equity as a core component of the overall compensation package.
  • 401(k) matching.
  • Paid time off (PTO).
  • Remote work environment.
  • Opportunity to work at the intersection of healthcare, technology, and customer success.
  • Collaborative, cross-functional environment with exposure to Sales, Product, Laboratory, Billing, and Operations.
  • Opportunity to contribute customer insights to workflow, product, and service improvements.