The Supervisor, Customer Service oversees a team of customer service coordinators to ensure efficient, high-quality delivery of support to customers. This role is responsible for daily team operations, coaching and developing staff, monitoring performance, and ensuring service levels are met. The Supervisor serves as a key link between frontline staff and management, driving continuous improvement in service processes and customer satisfaction.
This role is based at our Durham, North Carolina, office. 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 may change over time.
Responsibilties:
- Supervise the day-to-day activities of the customer service team, ensuring consistent and timely response to customer inquiries and escalations.
- Assign and monitor workloads, balancing resources to meet service level agreements (SLAs) and departmental goals.
- Provide coaching, mentoring, and performance feedback to team members, supporting their professional growth and development.
- Handle escalated customer issues that require supervisory intervention, ensuring resolution with professionalism and efficiency.
- Support onboarding and training of new team members to ensure consistent understanding of policies, procedures, and systems.
- Collaborate with cross-functional teams (e.g., Sales, Operations, Technical Support, Finance, Product, Software, Lab Operations) to resolve customer issues and improve service delivery.
- Identify opportunities to enhance processes, policies, or tools to improve efficiency and customer satisfaction.
- Contribute to the development and achievement of departmental objectives and metrics
These responsibilities summarize the role's primary responsibilities and are not an exhaustive list. They may change at the company's discretion.
Required Qualifications:
- Bachelor’s degree in Business, Communications, or a related field; or equivalent combination of education and experience.
- Monitor service quality and productivity through reports, call monitoring, and case audits; implement corrective actions where needed.
- 5+ years of relevant customer service experience(call center environment), with at least 1–2 years in a team lead, senior coordinator, or supervisory capacity.
- Ability to travel 5% as required.
Preferred Qualifications:
- 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)
- Strong leadership and team management skills, with the ability to motivate, coach, and develop staff.
- Excellent interpersonal and communication skills to manage both customer interactions and team collaboration.
- Customer service experience, preferred in Call center operations roles.
- Solid problem-solving and decision-making skills for resolving complex issues.
- Proficiency with customer service systems, CRM platforms, and office productivity tools.
- Strong organizational skills, with the ability to prioritize and manage multiple responsibilities.
- Analytical skills to review performance data, identify trends, and implement improvements.
- Ability to work effectively in a fast-paced, customer-focused environment.
- Experience with navigating CRM tools such as SalesForce is highly preferred.
Physical Demands & Working Environment:
- Hours and days may vary depending on operational needs.
- Office or call center environment with frequent use of computers and telephones.
- 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.
Skills Required
- Bachelor's degree in Business, Communications, or a related field, or equivalent combination of education and experience.
- 5+ years of customer service experience in a call center environment, with at least 1-2 years in a team lead, senior coordinator, or supervisory capacity.
- Monitor service quality and productivity through reports, call monitoring, and case audits; implement corrective actions where needed.
- Ability to travel up to 5% as required.
- Work from Durham, NC office with flexible arrangement requiring minimum 60% (24 hours) on-site work.
- Demonstrated knowledge of applicable regulatory standards (e.g., CAP, CLIA, NYSDOH, ISO 15189).
- Knowledge of protected health information standards and privacy regulations (e.g., HIPAA, GDPR).
- Strong leadership, coaching, interpersonal, and communication skills.
- Proficiency with customer service systems, CRM platforms, and office productivity tools.
- Experience with CRM tools such as SalesForce.
- Analytical skills to review performance data, identify trends, and implement improvements.
What the Team is Saying
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GRAIL Compensation & Benefits Highlights
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Healthcare Strength — Multiple medical plan options, comprehensive medical/dental/vision coverage, and strong mental health programs are described, with employer HSA contributions up to $3,000 for the HDHP. These elements indicate a well‑rounded health offering.
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Leave & Time Off Breadth — Flexible time off is highlighted, with examples of unlimited/FTO policies working well in practice. Paid holidays and company winter breaks further support time away from work.
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Equity Value & Accessibility — New‑hire equity grants that vest over four years and a discounted Employee Stock Purchase Plan are positioned as meaningful parts of total compensation. Ongoing eligibility for additional equity is also noted.
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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