Note: The job is a remote job and is open to candidates in USA. Karius is a life science startup transforming infectious disease diagnostics through microbial cell-free DNA, genomic sequencing, and machine learning. The Customer Success Representative provides high-quality support to physicians, laboratory personnel, hospital administrators, and field sales teams, including handling customer requests, coordinating sample and test-result inquiries, and escalating issues across internal teams.
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
Skills
- 3+ years of customer support/service experience in healthcare or related industry - telephone-based support experience, required
- Ability to work from 7:00 AM to 4:00 PM, Pacific Time, Tuesday to Saturday
- Travel: No travel required
- Subject to extended periods of sitting and/or standing, vision to monitor, and moderate noise levels. Work is generally performed in an office, lab, or clinical environment
- 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
- 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
Benefits
- Redwood City, CA (Hybrid) or Remote (USA)
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