Customer Success Representative I

Karius • Redwood City, CA

1d • Hybrid

About The Position

Karius is on a mission to help clinicians do more for their patients by bringing the genomic revolution to infectious disease diagnosis. The Customer Success Representative is responsible for providing top-notch support to all of Karius customers including physicians, laboratory personnel, and hospital administrators as well as providing support to field sales team members. Ability to work from 7:00 AM to 4:00 PM, Pacific Time, Tuesday to Saturday.

Requirements

• Bachelor’s or higher degree in Biological Sciences preferred.
• 3+ years of customer support/service experience in healthcare or related industry - telephone-based support experience, required
• 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.

Nice To Haves

• Experience working with hospital laboratories and clinicians preferred.
• Experience with ticketing systems (Zendesk) and Salesforce, preferred.

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

Benefits

• Karius aims to conquer infectious diseases through innovations around genomic sequencing and machine learning.
• The company’s platform is already delivering unprecedented insights into the microbial landscape, providing clinicians with a comprehensive test capable of identifying more than a thousand pathogens directly from blood and helping industry accelerate the development of therapeutic solutions.
• The Karius test we provide today is one of the most advanced solutions available to physicians who aim to deliver better care to many otherwise ineffectively treated patients.
• Our test is the result of some incredible work done by our scientists, statisticians, engineers, and physicians, all driven by the same mission.
• You, as part of the Karius team, will be able to see how directly your work has a life-changing impact on people, and at scale.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level