Customer Support Specialist

📍 Location TBD·🏢 On-site

Responsibilities

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.
Review cases, investigate support tickets, validate workflows, and help with configuration, content updates, and quality checks as needed.
Build strong customer relationships.

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.
experience using the Nest platform.
Use AI tools to streamline support operations, improve documentation, surface insights, and increase team efficiency over time.
Experience in genetics, genomics, or clinical research, such as a GC, GCA, research coordinator, or similar role. Customer-facing
Experience with AI tools: Comfortable using AI tools in practical ways to improve support workflows, strengthen documentation, and help build a more scalable support function.
Experience in genetic counseling, genetic testing workflows, or clinical genetics programs. Familiarity with EMRs and healthcare workflows
Experience supporting software products or working in a SaaS environment.

We’re hiring a Customer Support Specialist to help deliver an excellent
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.
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
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.