Supervisor, Customer Service (Call Center Environment) #4895

About the role

We are seeking a Supervisor, Customer Service to oversee a team of customer service coordinators, ensuring 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 and 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.

Responsibilities

• 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.
• Monitor service quality and productivity through reports, call monitoring, and case audits; implement corrective actions where needed.

Adaptability and Growth Expectation

As our organization continues to evolve and grow, this role may require flexibility in responsibilities and duties. Employees should expect that their role may expand, shift, or be modified to meet changing business needs, strategic priorities, and organizational objectives. This may include:

• Taking on additional responsibilities.
• Participating in cross-functional projects and initiatives.
• Adapting to new technologies, processes, or methodologies.
• Supporting other departments or teams during periods of high demand.
• Contributing to special projects or temporary assignments as needed.

Requirements

• Bachelor’s degree in Business, Communications, or a related field; or equivalent combination of education and experience.
• 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 knowledge of applicable regulatory standards, including clinical laboratory regulations (e.g., CAP, CLIA, NYSDOH, ISO 15189) and 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 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.

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.

Pay

The expected, full-time, annual base pay scale for this position is $80,000–$106,000. Actual base pay will consider skills, experience, and location. This role may be eligible for other forms of compensation, including an annual bonus and/or incentives, subject to the terms of the applicable plans and Company discretion.

Benefits

• Flexible time-off or vacation.
• 401(k) retirement plan with employer match.
• Medical, dental, and vision coverage.
• Mindfulness programs.

Schedule

This role offers a flexible work arrangement, with the ability to work from GRAIL's office or from home. A minimum of 60%, or 24 hours, of your total work week must be on-site. Your specific schedule, determined in collaboration with your manager, will align with team and business needs and may change over time.