Client Services Lead - On Demand Team (EST)

| Remote
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Remote - 8am-5pm EST
Monday-Friday

We are seeking a leader with a passion for providing great service to our patients and healthcare professional clients and internal team members. You have experience leading a call center or on demand customer support team that meets or exceeds service levels and quality metrics. You are comfortable working with many different functions (sales, operations, billing, engineering and lab teams) in order to serve our clients needs.

What you will do:

  • Manage a remote team of leads whose primary focus is to support our team who answer inbound calls and chats, optimizing workload across the team to maximize efficiency and meet performance metrics
  • Use data and analytics to regularly monitor and drive improvement in key performance metrics for the function
  • Work with department leads to translate broader company goals into clear objectives; ensure company processes and policies are rolled out and implemented with consistency
  • 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 internal teammates to set and execute the strategy for the OnDemand Team
  • Foster a mindset of continuous improvements to enhance team performance and client satisfaction, including making system improvement recommendations for the team and sharing best practices.
  • Lead with transparency in an environment of continuous change

Who you are:

  • Exceptional oral and written communication skills
  • High attention to detail
  • Preferred understanding of genetics and/or health care
  • Can problem-solve and exercise critical thinking
  • Understands operational logistics in servicing International clients and patients alike
  • Excellent planning, organizational and time management skills; comfortable leading a team in a rapidly-scaling company where priorities, projects and policies may shift quickly

Required Experience and Skills:

  • Demonstrable experience leading on demand customer service teams in a customer-obsessed environment.
  • Skilled in coaching and mentoring teammates with a demonstrated track record of developing team members to take on additional responsibilities or new roles.
  • Specific experience with call center management and associated software tools, e.g., chat, workforce management, case queue management.
  • Experience in customer service management in a laboratory, healthcare, biotech, and/or life sciences industries preferred
  • Must be able to travel 2-3 times per year for required CS Training

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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