Client Services Team Lead – On Demand Team

Location: Remote in US Schedule: Monday – Friday, 8:00 am – 5:00 pm Pacific Time

Invitae is dedicated to bringing comprehensive genetic information into mainstream medicine to improve healthcare for billions of people! Our team is driven to make a difference for the patients we serve. We are leading the transformation of the genetics industry, by making clinical-grade genetic information affordable and accessible to guide health decisions across all stages of life.

We are seeking a Client Services Lead with a passion for providing great service to our patients and healthcare professional clients and internal team members. You have experience leading a team that meets or exceeds service levels and quality metrics. You are comfortable working with many different functions (sales, operations, billing, engineering and lab teams) in order to serve our clients needs.

What you’ll do:

Manage a team of client services specialists whose primary focus is to answer inbound calls and chats, optimizing workload across the team to maximize efficiency and meet performance metrics

Use data and analytics to regularly monitor and drive improvement in key performance metrics for the region

Work with department leads to translate broader company goals into clear objectives for the regional team; ensures company processes and policies are rolled out and implemented within the regional team

Provide one-on-one coaching and feedback to teammates in order to ensure the highest quality customer experience across multiple client communication channels

Collaborate with internal teammates to align on policies, process changes, and account management strategies intended to deepen customer relationships with Invitae

Foster a mindset of continuous improvements to enhance team performance and client satisfaction, including making system improvement recommendations for the team and sharing best practices.

What you bring:

High School Diploma or equivalent

2+ years leading a team in a customer facing role and/or 5+ years experience working in a client-facing, customer service role

Demonstrable experience leading customer service team members in a customer-obsessed environment.

Skilled in coaching and mentoring teammates with a demonstrated track record of developing team members to take on additional responsibilities or new roles.

Specific experience with call center management and associated software tools, e.g., chat, workforce management, case queue management.

Must be able to travel 2-3 times per year for required CS Training

Preferred skills:

Exceptional oral and written communication skills

High attention to detail

• Experience in customer service management in a laboratory, healthcare, biotech, and/or life sciences industries preferred

Preferred understanding of genetics and/or health care

Can problem-solve and exercise critical thinking

Understands operational logistics in servicing International clients and patients alike

Excellent planning, organizational and time management skills; comfortable leading a team in a rapidly-scaling company where priorities, projects and policies may shift quickly

Please apply even if you don’t meet all of the “What you bring” requirements noted. It’s rare that someone checks every single item, it’s ok, we encourage you to apply anyways.

Join us!

At Invitae, we value diversity and provide equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.

We truly believe a diverse workplace is crucial to our company’s success and to better serve our diverse patients. Your input is especially valuable. We’d greatly appreciate it if you can take a quick moment to make your selection(s) below. Submissions will be anonymous.

$70,000 — $120,000/year