Experienced Customer Support Lead – Patient-Centric Genomics and Healthcare Technology Expert

Welcome to blithequark At blithequark, our mission is to revolutionize the field of genomics by providing clinically actionable genetic information to patients throughout their lives. We achieve this by combining cutting-edge whole genome sequencing, advanced genome interpretation methods, and seamless digital tools for doctors and patients to order and access results. Our team is comprised of seasoned entrepreneurs, scientists, and operators, and we're backed by top-tier investors who share our vision for a patient-centric approach to genomics. About the Role We're seeking a strategic and highly capable Customer Support Lead to and take our customer service function to the next level. This is not a traditional support role; you will be a foundational member of our growing team, working directly with leadership daily to build a scalable and efficient support infrastructure. Your primary goal will be to reduce customer effort and create a seamless experience for healthcare providers and patients. This is a unique opportunity to build out support functions, implement new technologies, and define the future of our service delivery. Key Responsibilities Serve as blithequark's front-line point of contact, fostering relationships with providers and delivering world-class service to patients. Own the entire support journey, driving down customer effort by proactively addressing potential issues and simplifying processes. Reduce friction points by expertly supporting customers throughout the entire order-to-report process. Build the infrastructure to effectively triage Tier 1 support inquiries, ensuring seamless and efficient resolution rather than multiple handoffs. Implement AI-powered tools and agents to enable self-service and enhance support capabilities, empowering customers to find answers quickly. Own and drive relationships with outsourced partners, ensuring they meet blithequark's high standards for service and quality. Become an expert on all blithequark products, processes, and policies to accurately respond to customer inquiries via phone and email. Collaborate with internal teams—including Customer Success, Sales, Clinical Operations, Clinical Affairs, and Billing—to develop and refine standard operating procedures (SOPs) that optimize efficiency and service excellence. Essential Qualifications 5+ years of experience in customer-facing roles, such as customer/client success, customer support, or sales. Experience supporting genomics/genetics clinical experts affiliated with academic medical institutions and large healthcare organizations. A proven track record of exceeding expectations, with strong peer and manager references. Exceptional verbal and written communication skills with the ability to explain complex genetic testing information clearly and concisely. A high level of emotional intelligence, with the ability to build rapport and demonstrate exceptional customer empathy and active listening skills. Preferred Qualifications Strong problem-solving skills with a "default aggressive" mentality that prioritizes action and results. Excellent organizational and multitasking skills to navigate complex workflows. Proficient in Google Apps, Mac OS X, and CRM applications like ZenDesk, HubSpot, or Salesforce. Curiosity and a knack for finding creative solutions to refine existing processes. Leadership experience or the aspiration to lead, coach, and manage change is a must. What We Offer At blithequark, we're committed to providing a comprehensive compensation package that includes: Competitive salary: $100–130K/year, depending on experience and equity. Company-paid health/vision/dental benefits. 401K. Unlimited PTO. Company-sponsored offsites and team meals during in-person meetings. Direct access to company leadership and the opportunity to grow into a leadership role. Why Join blithequark? We're looking for talented individuals who share our passion for revolutionizing the field of genomics and are excited about the opportunity to make a real impact. If you: Want to make an impact at the intersection of healthcare and technology, changing the way people engage with their health at the genetic level. Enjoy rolling up your sleeves, taking initiative, and being empowered to lead. Value humility, transparency, and collaborative problem-solving. Thrive in fast-moving, dynamic environments with smart, driven teammates. Appreciate competitive compensation, meaningful equity, and excellent benefits. Our Culture At blithequark, we're committed to fostering a culture that is collaborative, inclusive, and supportive. We believe in empowering our team members to take ownership of their work and providing them with the resources and tools they need to succeed. We're a remote-friendly team, with occasional travel required for team meetings or partner engagements. If you're looking for a challenging and rewarding role that offers the opportunity to grow and develop as a professional, we encourage you to apply. If you're excited about the opportunity to and contribute to our mission, please including your resume and a cover letter, to. We can't wait to hear from you! Learn More About blithequark Visit our website at myome.com to learn more about our mission, values, and team. We're excited to meet our next team member and look forward to the opportunity to discuss this role further.