The Role
Provide responsive, empathetic support across email, phone, chat, and social channels; troubleshoot orders, technical and billing issues; escalate complex cases; document interactions; create support content; collaborate with engineering, product, and sales to improve customer outcomes in a remote, shift-based environment.
Summary Generated by Built In
Sequencing is building the interface between humanity and its DNA.
Using clinical-grade whole genome sequencing, AI, and a rapidly expanding ecosystem of genomic applications, we help people better understand themselves, their health, and their future through their DNA.
The human genome is one of the most valuable and underutilized resources in the world. Our mission is to transform the human genome into a lifelong source of personalized guidance and build the trusted home for every genome on Earth.
As the world’s largest direct-to-consumer whole genome sequencing platform, Sequencing is helping define the future of AI-powered personalized health.
We’re a profitable, venture-backed, fully remote company building category-defining products that help people better understand themselves through their DNA.
Sequencing.com is seeking a Customer Success Representative to join the team. In this role, you will provide exceptional customer support, troubleshoot technical issues, and escalate complex issues to the customer support management team when needed. This role is focused on improving the overall customer experience by delivering 5 star customer support in a fully remote, shift based environment.
The Impact
- Provide responsive, high quality support to customers across email, phone, real time online chat, Intercom, Facebook, Reddit, and X.
- Respond to customer questions related to product features, troubleshooting, billing, and general support with accuracy, empathy, and urgency.
- Provide order and technical support for e-commerce platforms, marketplaces, and digital subscriptions.
- Monitor and manage customer issues through resolution, escalating complex matters when needed.
- Maintain accurate records of customer interactions and follow up to ensure a strong customer experience.
- Partner across engineering, product, and sales to help resolve customer concerns and improve support outcomes.
- Contribute to customer support documentation, including customer education content and how to guides.
- Identify trends in customer feedback and share insights that help improve the overall customer experience.
Who You Are
- 1+ years of experience in customer support, customer success, or a similar role, with experience supporting online and digital services.
- Experience using Zendesk, Intercom, Jira, or similar ticketing systems to manage, document, and resolve customer issues.
- Experience supporting customers across email, phone, real time online chat, Intercom, Facebook, Reddit, and X, with strong written communication and follow up skills.
- Experience troubleshooting customer, order, and technical issues across e commerce platforms, marketplaces, digital subscriptions, CMS environments, and payment processing dashboards.
- Experience using Slack, Zoom, and AI tools to support communication, collaboration, and customer support workflows.
- Experience assessing and responding to support requests, feedback, and complaints, including triaging urgent issues, using de escalation strategies, and navigating internal resources to find solutions.
- Minimum 6+ months of remote work experience, with weekend and night availability required to support a fully remote, shift based, 24/7 environment.
- Experience in tech support, genetics, healthcare, biotechnology, or SaaS is preferred; multilingual proficiency and familiarity with AI driven support tools and automation are a plus.
- Comprehensive medical, dental, and vision insurance coverage
- 401(k) with company matching
- Paid time off (PTO)
- Paid volunteer time off
- Fully remote work with home office stipend
- Parental bonding leave
- Clinical-grade whole genome sequencing for you and your family (private and confidential)
- Redefine how people understand themselves through their DNA
- Build category-defining products alongside scientists, engineers, and innovators
- Contribute to technology that will improve and extend millions of lives
- Shape one of the most important emerging categories in AI and healthcare
Sequencing Inc. is an equal opportunity employer. All aspects of employment, including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.
Sequencing Inc. may use artificial intelligence (AI) or automated tools as part of the recruiting and hiring process, including for application screening and candidate evaluation. These tools may analyze information provided in your application materials or during the hiring process. Where required by applicable law, candidates may request a reasonable accommodation or an alternative selection process by contacting [email protected].
Skills Required
- 1+ years of experience in customer support, customer success, or a similar role supporting online/digital services
- Experience using Zendesk, Intercom, Jira, or similar ticketing systems
- Experience supporting customers across email, phone, real time online chat, Intercom, Facebook, Reddit, and X with strong written communication and follow up skills
- Experience troubleshooting customer, order, and technical issues across e-commerce platforms, marketplaces, digital subscriptions, CMS environments, and payment processing dashboards
- Experience using Slack, Zoom, and AI tools to support communication, collaboration, and customer support workflows
- Experience assessing and responding to support requests, triaging urgent issues, and using de-escalation strategies
- Minimum 6+ months of remote work experience with weekend and night availability for a 24/7 shift-based environment
- Experience in tech support, genetics, healthcare, biotechnology, or SaaS
- Multilingual proficiency and familiarity with AI-driven support tools and automation
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The Company
What We Do
Sequencing.com is a genomics platform that provides clinical-grade whole genome sequencing, at-home DNA kits, and free lifetime DNA data storage. The company offers an app/report marketplace, AI-enabled interpretation, and personalized health, wellness, and ancestry reports produced from WGS data, with emphasis on privacy and ongoing updates to drive actionable insights for prevention and personalized care.
