About the role
We’re hiring a Customer Support Specialist to help deliver an excellent experience for our customers and their patients. This is a hands-on, cross-functional role for someone who enjoys solving problems, supporting customers, learning software quickly, and working closely with product and engineering teams to improve how things work. It’s a great fit for someone with experience in genetics or clinical research, such as a genetic counselor, genetic counseling assistant, or research coordinator, who is excited to work at the intersection of genomics, operations, and technology.
How You’ll Contribute
- Be the front line for customer support - Respond to customer questions, troubleshoot issues, and help ensure customers have a smooth and positive experience using the Nest platform.
- Create structure and repeatable processes - Build and improve workflows for handling support requests, tracking follow-up, documenting recurring issues, and making sure nothing falls through the cracks.
- Help build scalable support systems - Identify patterns in customer questions and internal work, create templates and documentation, and help build a more efficient and consistent support function as we grow. Use AI tools to streamline support operations, improve documentation, surface insights, and increase team efficiency over time.
- Work closely with product & engineering - Triage bugs, document issues clearly, test fixes, and help translate customer feedback into actionable product improvements.
- Be hands-on on the platform. Review cases, investigate support tickets, validate workflows, and help with configuration, content updates, and quality checks as needed.
- Build strong customer relationships. Join customer calls, communicate clearly and professionally, and become a trusted point of contact for questions, follow-up, and issue resolution.
