Client Services Team Lead – On Demand Team ID-12503
Invitae is dedicated to bringing comprehensive genetic information into mainstream medicine to improve healthcare for billions of people! Our team is driven to make a difference for the patients we serve. We are leading the transformation of the genetics industry, by making clinical-grade genetic information affordable and accessible to guide health decisions across all stages of life.
Entry Level Phone Job, $40/hr, Remote, No Degree Required Data Entry, $35/hr, Night Shift, No Degree,?Remote?Job Virtual Assistant, $50/hr, Part-Time, Remote, Weekend Job Remote Moderator, $42/hr, Part-Time, Weekend, No Degree Virtual Assistant, $40/hr, Remote, No Degree, Night Job Virtual Assistant, $35/hr, Part-Time, Remote, Weekend Job Remote Customer Support, $42/hr, Night Job, No Experience Live Chat Support, $42/hr, Weekend, Remote, No Degree Phone Support, Remote, $40/hr, Evening/Night Shift Customer Support, $42/hr, Remote, Part-Time, No Degree Data Entry, No Degree, $45/hr, Part-Time, Remote Job Virtual Assistant, $50/hr, Evening, Remote, College Student Data Entry, Remote, $40/hr, Night Shift, No Degree Data Entry, $40/hr, Evening Job, No Experience, Remote Data Entry, No Degree, $45/hr, Part-Time, Remote Job Remote Customer Support, $40/hr, No Experience, Part-Time Entry Level Phone Job, $40/hr, Remote, No Degree Required Remote Moderator, $35/hr, No Degree, Weekend, Part-Time Phone Support, Remote, $50/hr, No Experience, Part-Time Remote Data Entry, No Experience, $40/hr, Part-Time Data Entry, $50/hr, Night Job, No Degree, Remote Remote Moderator, $42/hr, Weekend, No Experience Required Data Entry, Remote, $40/hr, Evening Job, No Degree Virtual Assistant, $40/hr, Weekend, College Student, Remote Remote Data Entry, $40/hr, College Student Friendly, Part-Time Customer Support, $40/hr, Remote, Evening, No Experience Live Chat Support, $50/hr, Remote, No Experience Required Remote Customer Support, $40/hr, Night Job, No Experience Data Entry, No Experience, $35/hr, Remote, College Student Virtual Assistant, $42/hr, Remote, No Experience, Evening Remote Phone Job, $50/hr, College Student, Night Shift Live Chat Support, $45/hr, Weekend, Remote, College Student Virtual Assistant, $40/hr, Weekend, College Student, Remote Live Chat Support, $40/hr, Weekend, Remote, No Degree Entry-Level Remote Data Entry, $35/hr, Evening Job Virtual Assistant, No Experience, $40/hr, Remote, Part-Time Remote Live Chat, $40/hr, Weekend, No Degree, Part-Time Phone Support, $50/hr, Weekend, Remote, No Experience Customer Support, $40/hr, Weekend Job, Remote, No Degree Remote Phone Job, $40/hr, No Degree, College Student Friendly Remote Customer Support, $40/hr, Night Job, No Experience Remote Data Entry, $45/hr, No Degree, Weekend, Night Job Remote Live Chat, $50/hr, College Student, No Experience Remote Data Entry, $40/hr, No Degree, Weekend, Night Job Virtual Assistant, $42/hr, Evening, Remote, College Student Remote Data Entry, $40/hr, Part-Time, No Degree Required Phone Job, $35/hr, Remote, Part-Time, College Student Virtual Assistant, $45/hr, No Experience, Remote, Night Job Remote Moderator, $40/hr, No Degree, Weekend Job, Part-Time Live Chat Support, $40/hr, Weekend, Remote, No Degree Remote Customer Support, $45/hr, No Degree, Evening Job Live Chat Support, $50/hr, Remote, No Experience Required Remote Moderator, $40/hr, College Student, Weekend Job Remote Phone Job, $40/hr, Part-Time, College Student Friendly Virtual Assistant, $40/hr, Evening, Remote, No Degree Remote Moderator, $42/hr, Weekend, No Experience Required Virtual Assistant, $45/hr, Remote, No Experience, Night Job Customer Support, $40/hr, Remote, Part-Time, No Degree Live Chat Support, $42/hr, Weekend, Remote, No Degree Remote Moderator, $40/hr, Weekend, No Degree, Part-Time Virtual Assistant, $40/hr, Remote, No Experience, Evening Remote Phone Job, $45/hr, Part-Time, No Degree Required Virtual Assistant, $40/hr, Remote, Weekend, No Degree Live Chat Support, $45/hr, Weekend, Remote, College Student Data Entry, No Degree, $40/hr, Part-Time, Remote Job Data Entry, $50/hr, Night Shift, No Degree, Remote Job Virtual Assistant, $50/hr, Weekend, No Degree, Remote Remote Customer Support, $42/hr, Night Job, No Experience Data Entry, $40/hr, Remote, Night Job, No Degree Phone Support, Remote, $50/hr, No Experience, Part-Time Live Chat Support, Remote, $42/hr, Night Shift, College Student Live Chat Support, $42/hr, Weekend, Remote, No Degree Evening Virtual Assistant, Remote, $40/hr, No Experience Remote Moderator, No Degree, $50/hr, Evening, Weekend Job Virtual Assistant, $42/hr, Evening, Remote, College Student Phone Support, Remote, $50/hr, No Experience, Night Shift Phone Support, Remote, $40/hr, Evening/Night Shift Evening Virtual Assistant, Remote, $45/hr, No Experience Remote Live Chat, $42/hr, Weekend, No Degree, Part-Time Virtual Assistant, No Experience, $40/hr, Remote, Part-Time Virtual Assistant, $45/hr, Remote, No Experience, Night Job Remote Customer Support, $35/hr, Night Shift, No Degree Remote Moderator, $40/hr, No Degree, Weekend Job, Part-Time Remote Live Chat, $40/hr, College Student, No Experience Virtual Assistant, No Experience, $42/hr, Remote, Part-Time Data Entry, No Degree, $45/hr, Part-Time, Remote Job Virtual Assistant, $40/hr, Remote, Weekend, No Degree Entry-Level Remote Data Entry, $50/hr, Evening Job Customer Support, $35/hr, Remote, Evening/Night Job, No Degree Live Chat Support, $40/hr, Weekend, Remote, College Student Remote Customer Support, $40/hr, Weekend, No Experience Remote Customer Support, $50/hr, Night Shift, No Degree Remote Data Entry, $40/hr, Evening/Night Job, No Experience Phone Support, Remote, $42/hr, Evening/Night Shift Phone Job, $35/hr, Remote, Part-Time, College Student Virtual Assistant, No Experience, $42/hr, Remote, Part-Time Live Chat Support, $50/hr, Remote, Night Shift, No Degree Live Chat Support, $50/hr, Remote, No Experience Required Remote Phone Support, $45/hr, Night Job, College Student Remote Moderator, $45/hr, No Degree, Weekend Job, Part-Time Remote Phone Job, $40/hr, Part-Time, No Experience Required Remote Customer Support, $35/hr, Night Shift, No Degree Virtual Assistant, $40/hr, Remote, No Experience, Night Job Customer Support, $40/hr, Weekend Job, Remote, No Degree Virtual Assistant, $50/hr, Evening, Remote, College Student Remote Phone Support, $45/hr, Evening, No Experience Required Virtual Assistant, $40/hr, Evening, Remote, College Student Virtual Assistant, $40/hr, Weekend, College Student, Remote
We are seeking a Client Services Lead with a passion for providing great service to our patients and healthcare professional clients and internal team members. You have experience leading a team that meets or exceeds service levels and quality metrics. You are comfortable working with many different functions (sales, operations, billing, engineering and lab teams) in order to serve our clients needs.
What you’ll do:
- Manage a team of client services specialists whose primary focus is to answer inbound calls and chats, optimizing workload across the team to maximize efficiency and meet performance metrics
- Use data and analytics to regularly monitor and drive improvement in key performance metrics for the region
- Work with department leads to translate broader company goals into clear objectives for the regional team; ensures company processes and policies are rolled out and implemented within the regional team
- Provide one-on-one coaching and feedback to teammates in order to ensure the highest quality customer experience across multiple client communication channels
- Collaborate with internal teammates to align on policies, process changes, and account management strategies intended to deepen customer relationships with Invitae
- Foster a mindset of continuous improvements to enhance team performance and client satisfaction, including making system improvement recommendations for the team and sharing best practices.
What you bring:
- High School Diploma or equivalent
- 2+ years leading a team in a customer facing role and/or 5+ years experience working in a client-facing, customer service role
- Demonstrable experience leading customer service team members in a customer-obsessed environment.
- Skilled in coaching and mentoring teammates with a demonstrated track record of developing team members to take on additional responsibilities or new roles.
- Specific experience with call center management and associated software tools, e.g., chat, workforce management, case queue management.
- Must be able to travel 2-3 times per year for required CS Training
Preferred skills:
- Exceptional oral and written communication skills
- High attention to detail
- Experience in customer service management in a laboratory, healthcare, biotech, and/or life sciences industries preferred
- Preferred understanding of genetics and/or health care
- Can problem-solve and exercise critical thinking
- Understands operational logistics in servicing International clients and patients alike
- Excellent planning, organizational and time management skills; comfortable leading a team in a rapidly-scaling company where priorities, projects and policies may shift quickly
Please apply even if you don’t meet all of the “What you bring†requirements noted. It’s rare that someone checks every single item, it’s ok, we encourage you to apply anyways.
Join us!
At Invitae, we value diversity and provide equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.
We truly believe a diverse workplace is crucial to our company’s success and to better serve our diverse patients. Your input is especially valuable. We’d greatly appreciate it if you can take a quick moment to make your selection(s) below. Submissions will be anonymous.
