Supervisor, Customer Service (Contact Center Environment) #4895

Our mission is to detect cancer early, when it can be cured. We are working to change the trajectory of cancer mortality and bring stakeholders together to adopt innovative, safe, and effective technologies that can transform cancer care.

We are a healthcare company, pioneering new technologies to advance early cancer detection. We have built a multi-disciplinary organization of scientists, engineers, and physicians and we are using the power of next-generation sequencing (NGS), population-scale clinical studies, and state-of-the-art computer science and data science to overcome one of medicine’s greatest challenges.

GRAIL is headquartered in the bay area of California, with locations in Washington, D.C., North Carolina, and the United Kingdom. It is supported by leading global investors and pharmaceutical, technology, and healthcare companies.

For more information, please visit grail.com

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.

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 .