Supervisor, Customer Service (Call Center)#4494

GRAIL • Menlo Park, CA

10d • Hybrid

About The Position

The Customer Service Call Center Supervisor leads and oversees the daily operations of the inbound contact center, ensuring exceptional service delivery and operational efficiency. This role manages and develops a team of customer service representatives, providing coaching, performance oversight, and day-to-day guidance to meet service level goals and customer experience standards. Acting as a key liaison between frontline staff and leadership, the Manager drives continuous improvement initiatives, supports team engagement, and ensures consistent, high-quality customer support.

Requirements

• Bachelor’s degree in Business, Communications, or a related field; or equivalent combination of education and experience.
• 5+ years of relevant customer service with a call center experience, with at least 1+ years in a team lead, senior coordinator, or supervisory capacity.

Nice To Haves

• Strong leadership and team management skills, with the ability to motivate, coach, and develop staff.
• Excellent interpersonal and communication skills to manage both customer interactions and team collaboration.
• Solid problem-solving and decision-making skills for resolving complex issues.
• Proficiency with customer service systems, CRM platforms, and office productivity tools.
• Strong organizational skills, with the ability to prioritize and manage multiple responsibilities.
• Analytical skills to review performance data, identify trends, and implement improvements.
• Ability to work effectively in a fast-paced, customer-focused environment.
• Demonstrated level of knowledge regarding applicable regulatory standards commensurate with the position's complexity and scope, contributing to organizational regulatory compliance. Minimal applicable standards for this position include: Clinical laboratory regulations (e.g. CAP, CLIA, NYSDOH, ISO 15189)Protected health information (e.g. HIPAA, GDPR).

Responsibilities

• Supervise the day-to-day activities of the customer service team, ensuring consistent and timely response to customer inquiries and escalations.
• Assign and monitor workloads, balancing resources to meet service level agreements (SLAs) and departmental goals.
• Provide coaching, mentoring, and performance feedback to team members, supporting their professional growth and development.
• Handle escalated customer issues that require supervisory intervention, ensuring resolution with professionalism and efficiency.
• Monitor service quality and productivity through reports, call monitoring, and case audits; implement corrective actions where needed.
• Support onboarding and training of new team members to ensure consistent understanding of policies, procedures, and systems.
• Collaborate with cross-functional teams (e.g., Sales, Operations, Technical Support, Finance) to resolve customer issues and improve service delivery.
• Identify opportunities to enhance processes, policies, or tools to improve efficiency and customer satisfaction.
• Contribute to the development and achievement of departmental objectives and metrics.
• These responsibilities summarize the role’s primary responsibilities and are not an exhaustive list. They may change at the company’s discretion.

Benefits

• flexible time-off or vacation
• a 401(k) retirement plan with employer match
• medical, dental, and vision coverage
• carefully selected mindfulness programs

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees