Customer Support Manager at Color Genomics
Burlingame, CA, US

We are looking for someone to join our Customer Support team, to fulfill Color's mission of increasing access to responsible, thoughtful genetic testing, the Support Manager will:


● Act as the nucleus across all departments by working with the operations, engineering, and lab teams on prompt handling of orders and issues
● Lead a shift based service team of 8-10 Customer Support Agents through new product training, shift scheduling, problem solving, and adapting to changing business needs
● Effectively manage daily operations of multiple communications channels including phone, email, chat, and social within our service level goals
● Complete monthly call monitoring and case evaluations for each team member to develop best practices and skills for exceptional customer service
● Create an environment of continuous development through regular feedback and coaching to ensure team is tracking towards goals and motivated
● Facilitate the hiring and of new team members and manage their onboarding or training
● Communicate customer experiences to broader Color team as part of continuous improvement efforts
● Contribute to the development of support team's internal tools, processes and procedures, and tracking metrics.
● Participate in various projects and product initiatives that support the needs of the department and overall company


Requirements


● Bachelor's or Master’s degree required
● 3+ years in a customer services leadership or management role
● Exceptional oral and written communication skills
● Expert knowledge of Google Apps and Mac OS X
● Excellent organizational and task management skills
● Enjoys solving problems and identifying patterns
● Outgoing individual who loves working with people


Preferences


● Experience using customer service applications, such as Salesforce or other CRM
● Work with top people in the industry
● Big impact on people's lives at a massive scale
● Drive innovation in the junction between software and genetics
● Help change the business and product approach in healthcare


Color is an equal opportunity employer. In accordance with anti-discrimination law, it is the purpose of this policy to effectuate these principles and mandates. Color prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. Color conforms to the spirit as well as to the letter of all applicable laws and regulations.