The Customer Service Team Lead (Inbound) provides expert-level administrative and operational support within the customer service function, coordinating complex service requests and acting as a senior resource for the team. This role applies extensive procedural knowledge to resolve escalated issues and ensure consistent, high-quality service delivery. The position supports the implementation of new service processes, assists with training activities, and contributes to improvements that enhance accuracy, efficiency, and customer satisfaction within established guidelines.
This role is based at our Durham, North Carolina, office and offers a flexible working arrangement. 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 60% requirement for the site.
** Internal employees will be considered for the role regardless of location**
Responsibilities:
- Coordinates and resolves the most complex or specialized customer service requests, ensuring all transactions are completed accurately and in compliance with company standards.
Serves as a senior resource and team lead within the customer service team, providing procedural guidance, training support, and assistance to less experienced coordinators.
Reviews escalated cases, identifies root causes, and recommends process adjustments or clarifications to improve service consistency and reduce recurring issues.
Collaborates with cross-functional departments such as Sales, Operations, and Finance to facilitate accurate and timely resolution of customer concerns.
Assists in updating operating procedures, service tools, and documentation to reflect current practices and enhance workflow efficiency.
Monitors service performance and reports trends or potential areas of improvement to supervisors or management.
Conducts quality assurance reviews and coaching for reps, identifying trends and process improvement opportunities.
Supports departmental projects related to system updates, process refinements, or quality initiatives.
Maintains detailed and accurate customer records while meeting defined service, quality, and productivity metrics.
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.
Adaptability and Growth Expectation
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:
These responsibilities summarize the role’s primary responsibilities and are not an exhaustive list. They may change at the company’s discretion.
Required Qualifications:
High school diploma or equivalent required; Bachelor’s degree strongly preferred.
5+ years of relevant customer service experience, or a combination of education and experience or 3 years of the candidate possessing direct GRAIL experience.
Demonstrated expertise in handling complex cases.
Expert-level knowledge of customer service practices, systems, and escalation handling.
Excellent communication and interpersonal skills, with the ability to manage challenging customer interactions effectively.
Advanced analytical and problem-solving skills to identify and resolve root causes of customer issues.
Office or call center environment with frequent computer and telephone use.
Ability to work cross-functionally and contribute to operational improvements.
Strong leadership skills with the ability to mentor, coach, and influence team members.
Involvement in projects, pilots, or system implementations that require adaptability and collaboration.
Preferred Qualifications:
Bachelor’s degree is strongly preferred.
6+ years of relevant customer service experience, or a combination of education and experience or 3 years of the candidate possessing direct GRAIL experience.
The call center environment is highly preferred.
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)
Proficiency with CRM systems, service platforms, and Microsoft Office applications.
Strong organizational skills with the ability to balance multiple priorities and deadlines.
May require flexible scheduling, including evenings, weekends, or overtime to support business needs.
Physical Demands & Working Environment:
Hours and days may vary depending on operational needs.
Standing or sitting for long periods of time may be necessary.
May be exposed to hazardous materials, blood specimens and instruments with moving parts, heating or freezing elements, and high speed centrifugation.
Some lifting (up to 25 pounds) may be necessary
Skills Required
- High school diploma or equivalent
- Bachelor's degree
- 5+ years relevant customer service experience or combination of education and experience (or 3 years direct GRAIL experience)
- Demonstrated expertise handling complex cases
- Expert-level knowledge of customer service practices, systems, and escalation handling
- Excellent communication and interpersonal skills
- Advanced analytical and problem-solving skills to identify root causes
- Experience working in an office or call center environment with frequent computer and telephone use
- Ability to work cross-functionally and contribute to operational improvements
- Strong leadership skills with ability to mentor, coach, and influence team members
- Involvement in projects, pilots, or system implementations requiring adaptability
- 6+ years relevant customer service experience (preferred alternative to required experience)
- Call center environment experience
- Knowledge of clinical laboratory and privacy regulatory standards (CAP, CLIA, NYSDOH, ISO 15189, HIPAA, GDPR)
- Proficiency with CRM systems, service platforms, and Microsoft Office applications
- Strong organizational skills and ability to balance multiple priorities and deadlines
- Willingness to accept flexible scheduling including evenings, weekends, or overtime as needed
What the Team is Saying
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GRAIL Compensation & Benefits Highlights
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Healthcare Strength — Health coverage is described as complete across medical, dental, and vision with multiple plan options and added mental‑health and disability support. Additional provisions such as abortion travel benefits reinforce the depth of the healthcare offering.
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Equity Value & Accessibility — Equity is positioned as a meaningful part of total rewards via new‑hire grants, inducement awards, and a discounted ESPP. Compensation materials also highlight equity alongside bonuses and structured market benchmarking.
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Leave & Time Off Breadth — Policies emphasize flexible time off, paid holidays, and company breaks, with a defined parental‑leave program. International entitlements are specifically called out, indicating breadth across regions.
GRAIL Insights
What We Do
GRAIL is a healthcare company whose mission is to detect cancer early, when it can be cured. GRAIL is using the power of high-intensity sequencing, population-scale clinical studies, and state-of-the-art computer science and data science to enhance the scientific understanding of cancer biology, and to develop and commercialize pioneering products.
Why Work With Us
Everything we do is guided by our mission to detect cancer early, when it can be cured. It’s the reason we’re here, and it’s no small task. The right people make all the difference. That’s why we’re looking for those who strive to share their knowledge, contribute their skills, inspire each other and commit to something bigger than themselves.
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GRAIL Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
GRAIL has a variety of work types depending on the roles. Some roles are onsite like a lab role, some are fully remote like our Galleri Sales Consultant roles. Others are hybrid with 2-3 days onsite. Typically Tuesday and Thursday.
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