Supervisor, Client Services

Guardant Health

7d•$78,200 - $107,550•Hybrid

About The Position

We are looking for a Client Services Supervisor to join our Client Services Organization. This role will be supporting the North, Central, and South Texas territory. The Client Services Supervisor is responsible for reporting metrics, supervising, monitoring, auditing, and coaching their team. In addition to overseeing day-to-day operations, the supervisor actively contributes to client support, modeling best practices and setting a high standard for service delivery. This role works cross-functionally to ensure the territory their team supports meets business objectives and that all client issues are resolved in a timely and effective manner. The Supervisor must communicate professionally and effectively with both external customers and internal Guardant Health personnel, while promoting accountability, collaboration, and continuous improvement across the team. This role requires 15% travel and will be working a shift from 7:30 am - 4:00 pm CST.

Requirements

Bachelor’s degree in Biological Sciences or related field preferred.
5+ years in client services within healthcare, diagnostics, or biotech; 3+ years of supervisory experience.
Strong organizational, analytical, and problem-solving skills with proven leadership in coaching and mentoring teams.
Proficiency in Microsoft Office; experience with Salesforce, LIMS, Tableau, JIRA, or Confluence is a plus.
Excellent communication and interpersonal skills, capable of managing complex client interactions and escalations.
Demonstrated ability to manage multiple priorities in a fast-paced, dynamic environment.
Flexibility to work varied hours and travel for meetings, trainings, or client visits.

Responsibilities

Supervise, coach, train, and audit a team of CSAs to maintain a high-performing, client-focused culture.
Oversee responses to client inquiries (phone, email, web) from physicians, labs, hospitals, sales teams, and patients.
Support performance management through feedback, recognition, and corrective action.
Analyze data and metrics using CRM and reporting tools (e.g., SFDC, LIMS, Tableau) to drive performance and process improvements.
Collaborate with regional sales and account teams to ensure client satisfaction and efficient patient access.
Manage case queues to support regional growth and rapid issue resolution.
Develop and update Standard Operating Procedures and leadership documentation.
Serve as an escalation point for client and internal issues; coordinate with the Clinical Lab to ensure accurate data entry and resolution.
Represent Client Services in cross-functional initiatives and serve as a subject matter expert on process improvements.
Adapt to evolving business needs, including flexible hours and occasional travel (up to 25 lbs lifting may be required).