Supervisor, Customer Service (Call Center)#4484

Grail • Menlo Park, CA

8d • $93 - $123 • Hybrid

About The Position

Our mission is to detect cancer early, when it can be cured. We are working to change the trajectory of cancer mortality and bring stakeholders together to adopt innovative, safe, and effective technologies that can transform cancer care. We are a healthcare company, pioneering new technologies to advance early cancer detection. We have built a multi-disciplinary organization of scientists, engineers, and physicians and we are using the power of next-generation sequencing (NGS), population-scale clinical studies, and state-of-the-art computer science and data science to overcome one of medicine’s greatest challenges. GRAIL is headquartered in the bay area of California, with locations in Washington, D.C., North Carolina, and the United Kingdom. It is supported by leading global investors and pharmaceutical, technology, and healthcare companies. For more information, please visit grail.com 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. This role is based in Menlo Park, California, and will move to Sunnyvale, California in Fall 2026. It offers a flexible work arrangement, with the ability to work from GRAIL's office or from home. Our current flexible work arrangement policy requires that a minimum of 60%, or 24 hours, of your total work week be on-site. Your specific schedule, determined in collaboration with your manager, will align with team and business needs and could exceed the 40% requirement for the site. At our Menlo Park campus, Tuesdays and Thursdays are the key days where we encourage on-site presence

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.
• As our organization continues to evolve and grow, this role may require flexibility in responsibilities and duties. Employees should expect that their role may expand, shift, or be modified to meet changing business needs, strategic priorities, and organizational objectives.
• This may include:
• Taking on additional responsibilities.
• Participating in cross functional projects and initiatives.
• Adapting to new technologies, processes, or methodologies.
• Supporting other departments or teams during periods of high demand.
• Contributing to special projects or temporary assignments as needed.

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

• Employees in this role are also eligible for GRAIL’s comprehensive and competitive benefits package, offered in accordance with our applicable plans and policies. This package currently includes flexible time-off or vacation; a 401(k) retirement plan with employer match; medical, dental, and vision coverage; and carefully selected mindfulness programs.

What This Job Offers

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