Join our dynamic team in our mission to enhance lives through active listening, innovative solutions, and crafting unparalleled customer journeys. As a Customer Service Specialist (CSS) at GRAIL, you'll be at the forefront of customer interactions, embodying our commitment to excellence. As the primary touchpoint for our valued customers, you'll expertly address inquiries related to our cutting-edge lab services, pricing, procedures, and timelines. Engaging through diverse channels such as phone, email, fax, and live chat, you'll harness your deep understanding of GRAIL to elevate customer satisfaction. Your role as a CSS is pivotal in our dedication to delivering extraordinary service in the realm of cancer care, truly impacting each customer's unique journey.
Step into a crucial role where you'll break down intricate technicalities into easily understandable language for our customers. Your day will involve helping customers grasp the real-world benefits and applications of GRAIL's products. While doing so, you'll actively listen and adapt solutions to suit individual needs.
You'll become a pro at resolving conflicts, ensuring smooth communication between customers and our internal teams. Our CRM will be your toolkit for meticulously recording interactions, whether you're responding to incoming queries or taking the initiative to connect with medical professionals for prompt issue resolution.
Owning each customer interaction, you'll be the go-to for accurate documentation in our systems. Your solid understanding of laboratory operations will complement your proactive approach, resulting in interactions that are concise, yet packed with valuable information. Exemplifying our values, you'll handle conflicts with poise and escalate matters as required.
Flexible - MPK or RTP (3 days in office) - This is a hybrid role based in either Menlo Park, CA (moving to Sunnyvale, CA in Fall 2026) or Durham, NC. 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.
Responsibilities:
Provide advanced support for activities across business areas or groups
Review all documentation related to the work area and collaborates with stakeholders to identify areas for process improvement
Contribute towards best practice methods and procedures on new assignments
Work on assignments requiring considerable judgment and initiative
Understand implications of work and makes recommendations for solutions
Gather and analyzes information to identify and solve problems that arise with minimal guidance
Use knowledge of team interdependencies to impact achievement of objectives
Develop specialized skills through job-related training and considerable on-the-job experience
Apply in-depth skills and understanding in multiple processes and procedures to carry out assignments or developed skills in a single area
Impact own team and other teams whose work activities are closely related
Suggest improvements to existing processes and solutions to improve the efficiency of the team
Network with peers and internal partners and may interact across functional area
Informal team leader, providing work direction to others
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 with 4+ years of applicable experience or BS/BA + 2 years of applicable experience.
Preferred Qualifications:
Previous experience using Salesforce
Proficiency in MacOS
Experience using Google Workspace
Physical Demands & Working Environment:
Hours and days may vary depending on operational needs.
Standing or sitting for long periods of time may be necessary.
Some lifting (up to 25 pounds) may be necessary
Ability to travel as required
Skills Required
- High School Diploma or equivalent with 4+ years of applicable experience or BS/BA + 2 years of applicable experience
What the Team is Saying
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GRAIL Compensation & Benefits Highlights
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Healthcare Strength — Comprehensive medical, dental, and vision coverage is paired with mental‑health resources and disability insurance, with some roles noting strong employer support for HSAs on high‑deductible plans.
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Equity Value & Accessibility — New‑hire equity grants with clear vesting schedules and an active ESPP make ownership a meaningful part of total rewards, with equity described as straightforward and accessible.
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Leave & Time Off Breadth — Flexible time off policies, paid holidays, and routine company breaks (e.g., summer and winter) are highlighted across locations, with additional generous vacation allowances in the UK.
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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