Customer Success Representative

The Position

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.

Benefits Overview

• 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)

Join Sequencing

• 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