International Regional Customer Service Lead- EMEA at Invitae

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Region: EMEA -  Europe, Middle East, Africa, India regions  

Language requirements: English, Additional language is plus

Location: Remote position, ideally located in the NL/DE/BE/FR

Traveling: Must be available to travel internationally for required company meetings and trainings

Invitae is a rapidly growing genetic testing company driven by the mission to expand access to high-quality, comprehensive, low-cost genetic testing. To support this growth, Invitae is looking to add a regional service lead in the EMEA region. The primary focus of this role is to lead multiple service teams supporting this region: client services (CS), client relationship management, Clinical Consult, GC Services. The regional service lead will further develop the service teams, including hiring and training new employees in the region as needed. This individual will work in partnership with the EMEA Sales Lead, operational leads in the US, and other regional service leads in identifying opportunities for improvement, implementing workflows, and defining roles and responsibilities. This person will be overseeing the operational day-to-day decisions required to manage a service team, help retain our customer base of business while improving service quality. We are looking for someone with passion for providing great service for both our International clients and internal team members.

What you will do:

  • Manage a team of client services specialists and client relationship managers designated to this region, optimizing workload across the team to maximize efficiency and meet performance metrics
  • Handles escalations from clinicians/patients 
  • Use data and analytics to regularly monitor and drive improvement in key performance metrics for the region
  • Manage phone operations for multiple teams in your region including scheduling, IVR updates, reporting
  • Work with department leads to strategize and execute customer support  initiatives such as process improvements and policy changes. 
  • Responsible for staying up to date on product and service delivery changes and effectively communicating those updates to your appropriate teams
  • Help translate broader company goals into clear objectives for the regional team; ensures company processes and policies are rolled out and implemented within the regional team
  • Provide one-on-one coaching and feedback to teammates in order to ensure the highest quality customer experience across multiple client communication channels
  • Collaborate with corresponding Sales region to align on policies, process changes, and account management strategies intended to deepen customer relationships with Invitae
  • Foster a mindset of continuous improvements to enhance regional performance and client satisfaction, including making system improvement recommendations for the Business Process Automation team as well as sharing process improvement recommendations with other regional service teams
  • Participate in cross-functional team meetings and projects that support all customer-facing roles.

Who you are:

  • Exceptional oral and written communication skills
  • Exhibits high attention to detail
  • Thrives on problem-solving and exercising critical thinking
  • Experience managing a service team including exposure to or direct experience with operational logistics
  • Experience working with many different functions (sales, operations, billing, engineering and lab teams etc.)
  • Effective leadership and management skills
  • Excellent organizational and time management skills; comfortable leading a team in a rapidly-scaling company where priorities, projects and policies may shift quickly
  • Demonstrated success providing input to and executing against a strategic plan
  • Strong and polished administrative skills to manage business in complex environments such as during a world pandemic or weather crisis
  • Demonstrates INVITAE's values by acting with integrity, respect and trust and believes in the mission in order to achieve goals and client satisfaction
  • Interpersonal flexibility to effectively interact with stakeholders across the organization
Required Experience and Skills:
  • Industry experience in healthcare, laboratory, biotech, and/or life sciences preferred
  • Broad work experience on the front lines in relevant customer-facing functions, including: customer/client success, account management, customer support and/or sales 
  • Experience leading client-facing teams, coaching team members, and managing team performance
  • Experience in leading a geographically distributed service team including team members outside of the country of your residence 
  • Experience using Google Apps, Mac OS X, and CRM applications such as Salesforce Lightning, MediaLab, Jira, and Confluence preferred.  

At Invitae, we value diversity and provide equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance. 

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Technology we use

  • Engineering
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • SqlLanguages

Location

Situated in Austin's Central Business District, one block West of the Texas State Capitol.

What are Invitae Perks + Benefits

Invitae Benefits Overview

At Invitae, our employees are the key to our continued success. Our culture is one of our most important strengths. A set of commitments we make to each other and to our customers to build a world-class organization in service of our mission. That is why Invitae proudly offers comprehensive perks and benefits program with choice and flexibility in mind.

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Pet Friendly
Recreational Clubs
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
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