Manager- Customer Support Caris Detect

Job Responsibilities

Customer Support Operations & Leadership

• Lead day-to-day operations of the Caris Detect Customer Support team, ensuring timely, professional, and customer-focused service.
• Manage, coach, and develop Customer Support Specialists, including onboarding, training, performance management, and ongoing professional development.
• Establish and monitor service standards, workflows, staffing coverage, and escalation procedures.
• Oversee support across multiple customer channels, including individual patients, healthcare providers, health systems, consumer health platforms, member-care networks, and other strategic partners.
• Serve as an escalation point for complex customer, provider, operational, and partner issues.
• Ensure appropriate documentation and case ownership within CRM and case-management systems.

Customer Experience & Case Management

• Maintain a consistent, high-quality customer experience throughout the Caris Detect journey, including ordering, kit fulfillment, blood-draw coordination, specimen processing, result access, billing, and other non-clinical support needs.
• Develop processes that promote clear case ownership and seamless handoffs between Customer Support, Clinical Care, Operations, Laboratory, Billing, Commercial, and other teams.
• Monitor customer feedback, complaints, recurring issues, and service trends and lead initiatives to address root causes.
• Partner with Clinical Care to ensure clinical questions and result-related inquiries are appropriately identified and escalated.

Performance, Growth & Scalability

• Develop and monitor key performance indicators, including contact volume, response time, resolution time, abandonment rate, open-case aging, escalation rates, customer satisfaction, and contact drivers.
• Identify opportunities to improve efficiency through workflow redesign, automation, customer self-service, and technology.
• Develop scalable processes that support increasing test volume while maintaining a high-touch, white-glove customer experience.
• Provide leadership with regular reporting on customer support performance, capacity, trends, risks, and resource needs.

Systems & Platform Support

• Oversee support for Caris Detect and partner ordering/reporting platforms, including account access, portal navigation, report retrieval, and related customer-facing systems.
• Partner with IT, Product, and Operations to identify recurring technical issues and prioritize improvements affecting the customer experience.
• Participate in the design, testing, and implementation of new Customer Support tools, workflows, CRM capabilities, and platform enhancements.

Cross-Functional & Partner Collaboration

• Partner closely with Clinical Care, Operations, Laboratory, Billing, Commercial, IT/Product, and other internal stakeholders to ensure coordinated resolution of customer issues.
• Support onboarding and operational integration of new commercial channels and external partners.
• Establish clear support models, communication pathways, and escalation procedures for partner organizations.
• Represent the voice of the customer in cross-functional discussions and provide actionable feedback to improve products, processes, and services.

Compliance & Quality

• Ensure Customer Support activities comply with HIPAA, company privacy and security policies, SOPs, quality standards, and applicable regulatory requirements.
• Develop and maintain Customer Support SOPs, work instructions, training materials, and documentation.
• Support quality reviews, audits, corrective actions, and continuous improvement initiatives.

Required Qualifications

• Bachelor's degree or equivalent combination of education and relevant experience.
• 5+ years of customer support, customer experience, healthcare operations, diagnostics, biotechnology, or related experience, including 2+ years of leadership or supervisory experience.
• Demonstrated experience leading customer-facing operations in a growing or high-volume environment.
• Strong people leadership, coaching, problem-solving, and operational management skills.
• Experience with CRM and case-management systems; Salesforce or similar platforms preferred.
• Strong verbal and written communication skills with the ability to interact effectively with patients, healthcare providers, business partners, and senior leadership.
• Demonstrated ability to analyze operational data, identify trends, and translate findings into process improvements.
• Ability to manage multiple priorities and cross-functional initiatives in a rapidly evolving environment.
• Proficient in Microsoft Office Suite, specifically Word, Excel, Outlook, and general working knowledge of Internet for business use.

Preferred Qualifications

• Experience building or scaling a customer support organization or service model.
• Experience supporting multiple commercial channels, enterprise healthcare customers, or strategic partners.
• Knowledge of HIPAA, PHI requirements, and healthcare compliance.
• Technical aptitude with healthcare IT systems, patient/provider portals, and system integrations.