Customer Support Supervisor
Natera - San Carlos, CA

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Natera is seeking a seasoned Customer Support Leader with the ability to develop and lead his/her staff to deliver high a level Customer Service Support to our Medical Industry based clients.

Responsibilities:
  • Focus on solving issues for customers, sales teams and internal staff.
  • Hire, on board, and train an outstanding service team
  • Creating delight through service based interaction with customers and partners
  • Understanding metrics and CRM systems that drive a top performing customer service
team
  • Integration of phone based and email based support tickets. Plus incoming phone/email
new issues
  • Know what NPS is and how to improve it.
  • Flexible problem solver with the ability to remain calm during a crisis
  • Ability to escalate issues and see them through to resolution even if they require resources beyond your team
  • Strong shift team supervisor, 6am to 6pm coverage. 7 days per week.
  • Ability to manage shifts outside the normal business hours
  • Collaborate in establishing best in class customer service policies and practices and be
able to prove it

Requirements & Experience
  • Minimum 5+ years’ experience supervising a customer service group
  • Prior experience in a Lab or Medical Industry environment preferred
  • Work experience primarily with inbound call center teams (phone and email) and support
resolution with email and outbound phone call results
  • Ability to effectively lead by example, and demonstrate superb customer service
  • Have experience hiring support agents or customer service staff
  • Friendly, with an ability to make anyone smile
  • Passionate about using service to improve one’s connection to a company
  • Ability to multi task and juggle multiple open projects
  • Patience, empathy, and understanding
  • 4 year degree highly preferred, will consider applicants with equivalent work experience

About this company
13 reviews
Natera is driven by a passion for elevating the science and utility of prenatal testing. The advent of the Information Age has created a...