Customer Success Representative (24/7 Support)

Job Title: Customer Success Representative (24/7 Support)

Location: Fully Remote

Job Type: Full-Time / Shift-Based

Compensation: Competitive Salary-Hourly

About Us:

Sequencing.com leads Customer Success in Genetics, providing whole genome sequencing and advanced genetic insights to individuals and healthcare professionals. We're expanding our Customer Success team to offer 24/7 global support. Join a fast-growing, mission-driven company recognized as one of Genoweb's Best Places to Work 2024!

Job Overview:

We seek a Customer Support Specialist dedicated to delivering exceptional support, troubleshooting technical issues, and escalating complex matters. Focused on enhancing the overall customer experience with 5-star service.

Key Responsibilities:

• Provide responsive, high-quality support via email, phone (incoming/outgoing), real-time chat, Intercom, Facebook, Reddit, and X (Twitter).
• Handle inquiries about product features, troubleshooting, billing, and general support.
• Support orders and technical issues for e-commerce platforms, marketplaces, and digital subscriptions.
• Monitor and manage customer issues, ensuring timely resolution and escalation.
• Keep accurate records of interactions and follow up for satisfaction.
• Collaborate with engineering, product, and sales teams to address concerns.
• Contribute to customer support documentation and educational content.
• Identify customer feedback trends and suggest improvements.

Qualifications & Requirements:

• 1+ year in customer support, success, or similar role.
• Experience in customer and technical support for online, digital services.
• At least 6 months remote work experience.
• Familiarity with AI tools enhancing customer support workflows.
• Proficiency with Zendesk, Intercom, Jira, or ticketing systems.
• Experience with Slack or Microsoft Teams.
• Customer support through screen sharing (Zoom, etc.).
• Skilled in assessing and responding to support requests, including urgent triage and de-escalation.
• Ability to navigate company hierarchy to find solutions.
• Experience with CMS and payment processing dashboards.
• Experience in high-paced environments like KellyConnect, 24/7 Intouch, TTEC, BOA is a plus.
• Availability for weekends and nights.

Preferred Qualifications:

• Background in tech support, genetics, healthcare, or biotechnology.
• Multilingual proficiency is a plus.
• Familiarity with AI-driven support and automation tools.
• Experience in SaaS or tech companies.

Benefits:

• Comprehensive medical, dental, and vision coverage
• Health Savings Account (HSA) option
• 401(k) with company match
• Flexible PTO and paid volunteer time off
• Fully remote with home office stipend
• Equity options in a competitive package
• Rapid career advancement based on impact
• Performance-driven culture with recognition and rewards
• Mission-driven work impacting the future of health

About Sequencing:

Sequencing powers personalized health by transforming genomes into actionable insights for individuals and healthcare. Our clinical-grade Whole Genome Sequencing provides comprehensive DNA insights for health management, wellness, and longevity. We're a remote team dedicated to making genomics accessible and impactful. Proudly named GenomeWeb’s Best Place to Work 2024, we're rapidly growing in personal genomics.

Sequencing Inc. is an equal opportunity employer. Employment decisions are based on merit, competence, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any protected status under law.