Experienced Customer Support Lead – Scaling Patient-Centric Genomics Services at arenaflex

About arenaflex ---------------- arenaflex is revolutionizing the way patients engage with their health at the genetic level. Our mission is to provide clinically actionable genetic information to patients throughout their lives. We combine clinical-grade whole genome sequencing, advanced methods for genome interpretation, and seamless digital tools for doctors and patients to order and access results. Our team is composed of seasoned entrepreneurs, scientists, and operators, and we're backed by top-tier investors. Job Description ---------------- Are you ready to not just join a world-class team, but to help build the engine that drives a patient-centric genomics company to the next level? We are seeking a strategic and highly capable Customer Support Lead to take our customer service function to the next level. This is not a traditional support role; you will be a foundational member of our growing team, working directly with leadership daily to build a scalable and efficient support infrastructure. Your primary goal is to reduce customer effort and create a seamless experience for healthcare providers and patients. This is a unique opportunity to build out support functions, implement new technologies, and define the future of our service delivery. ### Key Responsibilities

• Serve as arenaflex's front-line point of contact, fostering relationships with providers and delivering world-class service to patients.
• Own the entire support journey, driving down customer effort by proactively addressing potential issues and simplifying processes.
• Reduce friction points by expertly supporting customers throughout the entire order-to-report process.
• Build the infrastructure to effectively triage Tier 1 support inquiries, ensuring seamless and efficient resolution rather than multiple handoffs.
• Implement AI-powered tools and agents to enable self-service and enhance support capabilities, empowering customers to find answers quickly.
• Own and drive relationships with outsourced partners, ensuring they meet arenaflex's high standards for service and quality.
• Become an expert on all arenaflex products, processes, and policies to accurately respond to customer inquiries via phone and email.
• Collaborate with internal teams—including Customer Success, Sales, Clinical Operations, Clinical Affairs, and Billing—to develop and refine standard operating procedures (SOPs) that optimize efficiency and service excellence.

### Skills and Experience

• 5+ years of experience in customer-facing roles, such as customer/client success, customer support, or sales.
• Experience supporting genomics/genetics clinical experts affiliated with academic medical institutions and large healthcare organizations.
• A proven track record of exceeding expectations, with strong peer and manager references.
• Exceptional verbal and written communication skills with the ability to explain complex genetic testing information clearly and concisely.
• A high level of emotional intelligence, with the ability to build rapport and demonstrate exceptional customer empathy and active listening skills.
• Strong problem-solving skills with a "default aggressive" mentality that prioritizes action and results.
• Excellent organizational and multitasking skills to navigate complex workflows.
• Proficient in Google Apps, Mac OS X, and CRM applications like ZenDesk, HubSpot, or Salesforce.
• Curiosity and a knack for finding creative solutions to refine existing processes.
• Leadership experience or the aspiration to lead, coach, and manage change is a must.

### Location, Compensation, and Benefits

• Location: Remote-friendly; continental United States only. Occasional travel required for team meetings or partner engagements.
• Compensation: $100–130K/year, depending on experience and equity, and the following benefits:
• Company-paid health/vision/dental benefits
• 401K
• Unlimited PTO
• Company-sponsored offsites and team meals during in-person meetings
• Direct access to company leadership and the opportunity to grow into a leadership role

### Why Work at arenaflex? Join us if you:

• Want to make an impact at the intersection of healthcare and technology, changing the way people engage with their health at the genetic level
• Enjoy rolling up your sleeves, taking initiative, and being empowered to lead
• Value humility, transparency, and collaborative problem-solving
• Thrive in fast-moving, dynamic environments with smart, driven teammates
• Appreciate competitive compensation, meaningful equity, and excellent benefits

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