Be an Early Applicant
We use genomics and AI to advance infectious disease diagnostics.
The Role
Provides phone, email, and ticket-based support to physicians, laboratory personnel, hospital administrators, and sales teams. Coordinates sample status updates, gathers required information, escalates test-result issues to Medical Affairs, and works with production laboratory staff on processing and reporting concerns. The role requires healthcare customer service experience, professional communication, PHI handling, and familiarity with Zendesk and Salesforce. Schedule is Tuesday through Saturday, 7:00 AM to 4:00 PM Pacific Time, with no travel required.
Summary Generated by Built In
About Karius
Karius is a venture-backed life science startup that is transforming the way pathogens and other microbes are observed throughout the body. By unlocking the information present in microbial cell-free DNA, we're helping doctors quickly solve their most challenging cases, providing industry partners with access to the microbial landscape to accelerate biomarker discovery and clinical trials, discover novel microbes, to ultimately reduce patient suffering worldwide.
Position Summary
Karius is on a mission to help clinicians do more for their patients by bringing the genomic revolution to infectious disease diagnosis. The Customer Success Representative is responsible for providing top-notch support to all of Karius customers including physicians, laboratory personnel, and hospital administrators as well as providing support to field sales team members.
***Ability to work from 7:00 AM to 4:00 PM, Pacific Time, Tuesday to Saturday.
Why Should You Join Us?
Karius aims to conquer infectious diseases through innovations around genomic sequencing and machine learning. The company’s platform is already delivering unprecedented insights into the microbial landscape, providing clinicians with a comprehensive test capable of identifying more than a thousand pathogens directly from blood and helping industry accelerate the development of therapeutic solutions. The Karius test we provide today is one of the most advanced solutions available to physicians who aim to deliver better care to many otherwise ineffectively treated patients. Our test is the result of some incredible work done by our scientists, statisticians, engineers, and physicians, all driven by the same mission. You, as part of the Karius team, will be able to see how directly your work has a life-changing impact on people, and at scale.
Reports to: Manager, Customer Success
Location: Redwood City, CA (Hybrid) or Remote (USA)
Primary Responsibilities
• Provide high-quality support via phone, email, and help tickets for any inbound customer requests
• Communicate with laboratory personnel and physicians to obtain necessary information regarding samples processed by Karius and provide status updates
• Liaise with the Medical Affairs team for escalations regarding Karius test results
• Liaise with production laboratory personnel regarding sample processing and reporting issues
• Liaise with Sales and Business Development teams to provide support for customer needs
What’s Fun About the Job?
Karius is operating at the edge of what is now known to be possible in infectious disease diagnostics. With that, comes a wave of new and incredible challenges and opportunities. To deliver on that value, you will be tapping into some of the most advanced technologies, architecting and innovating where the current solutions simply don't suffice. You will get to see how much your work really matters.
Travel: No travel required.
Physical Requirements
Subject to extended periods of sitting and/or standing, vision to monitor, and moderate noise levels. Work is generally performed in an office, lab, or clinical environment.
Position Requirements
• Bachelor’s or higher degree in Biological Sciences preferred.
• 3+ years of customer support/service experience in healthcare or related industry - telephone-based support experience, required
• Experience working with hospital laboratories and clinicians preferred.
• Experience with ticketing systems (Zendesk) and Salesforce, preferred.
Personal Qualifications
• Ability to handle customer contacts in a professional and knowledgeable manner.
• Ability to work independently.
• Excellence in the handling of Personal Health Information (PHI).
• Excellent verbal and written communication skills.
• Basic Office and G Suite skills.
Disclaimer
The above job description is intended to describe the general nature and level of work being performed by individuals assigned to this position. It is not intended to be an exhaustive list of all duties, responsibilities, and skills required. Responsibilities and duties may change or be adjusted to meet the needs of the company, and additional duties may be assigned as necessary. The job description is subject to change at any time at the discretion of Karius.
At Karius, we value a diverse and inclusive workplace and provide equal employment opportunities for all applicants and employees and are committed to honor and invest in the full diversity of people, in our hiring, recruiting and development of employees across the Company. All qualified applicants for employment are encouraged to apply and will be considered without regard to an individual’s race, color, sex, gender identity and gender expression, including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify, religion, age, national origin or ancestry, citizenship, physical or mental disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, genetic information, military or veteran status, or any other basis protected by federal, state or local laws. If you are unable to submit your application due to a disability, please contact us at [email protected] and we will accommodate qualified individuals with disabilities.
Karius is a venture-backed life science startup that is transforming the way pathogens and other microbes are observed throughout the body. By unlocking the information present in microbial cell-free DNA, we're helping doctors quickly solve their most challenging cases, providing industry partners with access to the microbial landscape to accelerate biomarker discovery and clinical trials, discover novel microbes, to ultimately reduce patient suffering worldwide.
Position Summary
Karius is on a mission to help clinicians do more for their patients by bringing the genomic revolution to infectious disease diagnosis. The Customer Success Representative is responsible for providing top-notch support to all of Karius customers including physicians, laboratory personnel, and hospital administrators as well as providing support to field sales team members.
***Ability to work from 7:00 AM to 4:00 PM, Pacific Time, Tuesday to Saturday.
Why Should You Join Us?
Karius aims to conquer infectious diseases through innovations around genomic sequencing and machine learning. The company’s platform is already delivering unprecedented insights into the microbial landscape, providing clinicians with a comprehensive test capable of identifying more than a thousand pathogens directly from blood and helping industry accelerate the development of therapeutic solutions. The Karius test we provide today is one of the most advanced solutions available to physicians who aim to deliver better care to many otherwise ineffectively treated patients. Our test is the result of some incredible work done by our scientists, statisticians, engineers, and physicians, all driven by the same mission. You, as part of the Karius team, will be able to see how directly your work has a life-changing impact on people, and at scale.
Reports to: Manager, Customer Success
Location: Redwood City, CA (Hybrid) or Remote (USA)
Primary Responsibilities
• Provide high-quality support via phone, email, and help tickets for any inbound customer requests
• Communicate with laboratory personnel and physicians to obtain necessary information regarding samples processed by Karius and provide status updates
• Liaise with the Medical Affairs team for escalations regarding Karius test results
• Liaise with production laboratory personnel regarding sample processing and reporting issues
• Liaise with Sales and Business Development teams to provide support for customer needs
What’s Fun About the Job?
Karius is operating at the edge of what is now known to be possible in infectious disease diagnostics. With that, comes a wave of new and incredible challenges and opportunities. To deliver on that value, you will be tapping into some of the most advanced technologies, architecting and innovating where the current solutions simply don't suffice. You will get to see how much your work really matters.
Travel: No travel required.
Physical Requirements
Subject to extended periods of sitting and/or standing, vision to monitor, and moderate noise levels. Work is generally performed in an office, lab, or clinical environment.
Position Requirements
• Bachelor’s or higher degree in Biological Sciences preferred.
• 3+ years of customer support/service experience in healthcare or related industry - telephone-based support experience, required
• Experience working with hospital laboratories and clinicians preferred.
• Experience with ticketing systems (Zendesk) and Salesforce, preferred.
Personal Qualifications
• Ability to handle customer contacts in a professional and knowledgeable manner.
• Ability to work independently.
• Excellence in the handling of Personal Health Information (PHI).
• Excellent verbal and written communication skills.
• Basic Office and G Suite skills.
Disclaimer
The above job description is intended to describe the general nature and level of work being performed by individuals assigned to this position. It is not intended to be an exhaustive list of all duties, responsibilities, and skills required. Responsibilities and duties may change or be adjusted to meet the needs of the company, and additional duties may be assigned as necessary. The job description is subject to change at any time at the discretion of Karius.
At Karius, we value a diverse and inclusive workplace and provide equal employment opportunities for all applicants and employees and are committed to honor and invest in the full diversity of people, in our hiring, recruiting and development of employees across the Company. All qualified applicants for employment are encouraged to apply and will be considered without regard to an individual’s race, color, sex, gender identity and gender expression, including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify, religion, age, national origin or ancestry, citizenship, physical or mental disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, genetic information, military or veteran status, or any other basis protected by federal, state or local laws. If you are unable to submit your application due to a disability, please contact us at [email protected] and we will accommodate qualified individuals with disabilities.
Skills Required
- 3+ years of customer support or customer service experience in healthcare or a related industry
- Telephone-based customer support experience
- Ability to handle customer contacts professionally and knowledgeably
- Ability to work independently
- Excellent verbal and written communication skills
- Excellence in handling Personal Health Information (PHI)
- Basic Microsoft Office and Google Workspace skills
- Bachelor's or higher degree in Biological Sciences
- Experience working with hospital laboratories and clinicians
- Experience with Zendesk and Salesforce
- Availability to work Tuesday through Saturday, 7:00 AM to 4:00 PM Pacific Time
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The Company
What We Do
Karius is a clinical metagenomics company focused on elevating patient care through microbial insights. We are committed to advancing diagnostic science and technology to optimize the diagnosis and treatment of infectious diseases. Through the use of genomics and AI, we are driven to improve the diagnostic landscape for infectious diseases. Karius delivers unprecedented diagnostic insight, detecting microbial cell-free DNA circulating in the body to assist physicians in making rapid treatment decisions.
Why Work With Us
People at Karius are high integrity, get-it-done, roll-up-your-sleeves types who are keenly committed to putting patients first, advancing medical care and doing so with demonstrated urgency. We expect humility, flexibility, respect, teamwork, good judgment and getting the most out of every dollar we spend.
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