Experienced Customer Support Lead – Genomics and Genetics Expertise for Patient-Centric Care

Welcome to blithequark At blithequark, our mission is to revolutionize the field of genomics by providing clinically actionable genetic information to patients throughout their lives. We achieve this by combining cutting-edge whole genome sequencing, advanced genome interpretation methods, and seamless digital tools for healthcare providers and patients to order and access results. Our team is comprised of seasoned entrepreneurs, scientists, and operators, and we are backed by top-tier investors who share our vision for a patient-centric approach to genomics. Job Overview We are seeking a strategic and highly capable Customer Support Lead to join our team and take our customer service function to the next level. This is not a traditional support role; you will be a foundational member of our growing team, working directly with leadership daily to build a scalable and efficient support infrastructure. Your primary goal will be to reduce customer effort and create a seamless experience for healthcare providers and patients. This is a unique opportunity to build out support functions, implement new technologies, and define the future of our service delivery. Key Responsibilities Serve as blithequark's front-line point of contact, fostering relationships with healthcare providers and delivering world-class service to patients. Own the entire support journey, driving down customer effort by proactively addressing potential issues and simplifying processes. Reduce friction points by expertly supporting customers throughout the entire order-to-report process. Build the infrastructure to effectively triage Tier 1 support inquiries, ensuring seamless and efficient resolution rather than multiple handoffs. Implement AI-powered tools and agents to enable self-service and enhance support capabilities, empowering customers to find answers quickly. Own and drive relationships with outsourced partners, ensuring they meet blithequark's high standards for service and quality. Become an expert on all blithequark products, processes, and policies to accurately respond to customer inquiries via phone and email. Collaborate with internal teams—including Customer Success, Sales, Clinical Operations, Clinical Affairs, and Billing—to develop and refine standard operating procedures (SOPs) that optimize efficiency and service excellence. Essential Qualifications 5+ years of experience in customer-facing roles, such as customer/client success, customer support, or sales. Experience supporting genomics/genetics clinical experts affiliated with academic medical institutions and large healthcare organizations. A proven track record of exceeding expectations, with strong peer and manager references. Exceptional verbal and written communication skills with the ability to explain complex genetic testing information clearly and concisely. A high level of emotional intelligence, with the ability to build rapport and demonstrate exceptional customer empathy and active listening skills. Preferred Qualifications Strong problem-solving skills with a "default aggressive" mentality that prioritizes action and results. Excellent organizational and multitasking skills to navigate complex workflows. Proficient in Google Apps, Mac OS X, and CRM applications like ZenDesk, HubSpot, or Salesforce. Curiosity and a knack for finding creative solutions to refine existing processes. Leadership experience or the aspiration to lead, coach, and manage change is a must. What We Offer At blithequark, we offer a unique opportunity to make a real impact in the lives of patients and healthcare providers. Our team is passionate about delivering exceptional customer service, and we are committed to providing a supportive and collaborative work environment that fosters growth and development. Location, Compensation, and Benefits Location: Remote-friendly; continental United States only. Occasional travel required for team meetings or partner engagements. Compensation: $100–130K/year, depending on experience and equity, and the following benefits: Company-paid health/vision/dental benefits 401K Unlimited PTO Company-sponsored offsites and team meals during in-person meetings Direct access to company leadership and the opportunity to grow into a leadership role Why Join blithequark? If you are passionate about making a difference in the lives of patients and healthcare providers, and you thrive in fast-moving, dynamic environments with smart, driven teammates, then blithequark is the perfect place for you. We offer a unique opportunity to work at the intersection of healthcare and technology, changing the way people engage with their health at the genetic level. Our Culture At blithequark, we value humility, transparency, and collaborative problem-solving. We believe in empowering our team members to take initiative and lead, and we provide a supportive and collaborative work environment that fosters growth and development. If you are looking for a challenging and rewarding role that offers competitive compensation, meaningful equity, and excellent benefits, then we encourage you to apply. How to Apply If you are a motivated and experienced customer support professional who is passionate about delivering exceptional customer service, then we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to be considered for this role. Conclusion At blithequark, we are committed to revolutionizing the field of genomics and making a real impact in the lives of patients and healthcare providers. If you share our passion for delivering exceptional customer service and are looking for a challenging and rewarding role, then we encourage you to join our team. Apply now to become a part of our dynamic and growing team and help us shape the future of genomics. Apply for this job