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Client Services Team Lead
On Demand Team
Posted on 9/13/2022
Remote in USA
Experience Level
Desired Skills
Customer Service
Data Analysis
  • High School Diploma or equivalent
  • 2+ years leading a team in a customer facing role and/or 5+ years experience working in a client-facing, customer service role
  • Demonstrable experience leading customer service team members 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
  • Must be able to travel 2-3 times per year for required CS Training
  • Manage a team of client services specialists whose primary focus is to 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 region
  • Work with department leads to translate broader company goals into clear objectives for the regional team; ensures company processes and policies are rolled out and implemented within the regional team
  • 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 align on policies, process changes, and account management strategies intended to deepen customer relationships with Invitae
  • 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
Desired Qualifications
  • Exceptional oral and written communication skills
  • High attention to detail
  • Experience in customer service management in a laboratory, healthcare, biotech, and/or life sciences industries preferred
  • 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
Invitae is a medical genetics company.
Company Overview
Invitae is a medical genetics company.