Guardant Health is a leading precision oncology company focused on helping conquer cancer globally through use of its proprietary tests, vast data sets and advanced analytics. The Guardant Health oncology platform leverages capabilities to drive commercial adoption, improve patient clinical outcomes and lower healthcare costs across all stages of the cancer care continuum. Guardant Health has commercially launched Guardant360®, Guardant360 CDx, Guardant360 TissueNext™, Guardant360 Response™, and GuardantOMNI® tests for advanced stage cancer patients, and Guardant Reveal™ for early-stage cancer patients. The Guardant Health screening portfolio, including the Shield™ test, aims to address the needs of individuals eligible for cancer screening.

We are looking for a full-time Client Services Supervisor who will be a key member of the fast paced Client Services Organization. The supervisor will oversee a team of Client Service Associates and their daily activities in their respective territories/regions. The supervisor must demonstrate the ability to assist employees with cases, respond to difficult issues quickly, communicate changes, escalate issues, and challenges to senior leadership.

Essential Duties and Responsibilities:

• Supervise a team of Client Service Associates (CSA) and assist with responding to all types of communication: phone, email and web inquiries from customers (physician offices, laboratories, and hospitals), sales representatives and patients, while demonstrating a positive and professional image for Guardant Health at all times
• Hire, train, coach, audit, perform competency assessments for  a team of Client Service Associates
• Evaluate customer data in CRM and other reporting tools (eg LIMS), derive actionable insights, suggest performance and process improvements to senior leadership
• Partner and work closely with regional sales directors and account managers to ensure client satisfaction is high and current standards for patient access are met or exceeded
• Work in a team environment and to exceed the regional, department and company goals and metrics
• Contribute to volume growth in the territory/region by demonstrating exemplary case queue management techniques and assisting team to prioritize and resolve cases quickly with a sense of urgency
• Assist with writing Standard Operating Procedures and implementing updating and new processes
• Enter and qualify new customer information into SFDC and LIMS
• Perform quality checks to ensure accuracy of data entry
• Serve as a point of contact for client and internal escalations (phone/email) for the territories the team covers
• Contact physicians and other medical personnel to obtain missing information required to complete the order entry process
• Partner with the Clinical lab to ensure client information is correctly entered
• Communicate professionally and effectively with all individuals, including external customers and internal Guardant Health team members
• Actively participate on cross functional projects involving improving operational efficiency for the team and act as a SME on enhancement and integration projects improving corporate efficiency
• Create and maintain Leadership Procedural documents and tutorials (ex: DAR, NCR)
• Participate in cross functional meetings to represent the Voice of the Customer and the needs of Client Services team
• Demonstrate flexibility and adaptability in a fast-paced dynamic environment
• Hours and days may vary depending on operational needs, and some lifting (up to 25 pounds) may be necessary

• 4 year college degree in Biological Sciences or similar discipline is preferred
• 4+ years of experience working with customers in pharma, diagnostic, medical device, biotech or healthcare setting is required
• Prior experience managing a remote customer service/support team is desired
• Critical thinking skills for mining data and reporting trends in customer activity and complaints to senior leadership is necessary
• Solid experience using Microsoft Office is needed, Salesforce (CRM) experience is a plus and proven experience using software platforms like LIMS is desired
• Fast learner who can work collaboratively in an operationally complex multi-product environment and can adapt to changing procedures and policies
• Excellent written and verbal communication skills with a high level of computer proficiency, preferably in a Mac environment
• Ability to multitask, work with self-discipline, good judgment, and independence is necessary
• Demonstrated ability to be an organized, detailed oriented problem solver and manage client facing escalated situations in a professional manner and coach team to do the same
• Flexibility with respect to working hours based on client and company needs is a must
• The position is primarily remote but ability to travel domestically for trainings and meetings is required
• Bilingual English/Spanish is an asset
• Location is flexible: Ideally in California, Texas, or on East Coast

Hybrid Work Model: At Guardant Health, we have defined days for in-person/onsite collaboration and work-from-home days for individual-focused time. All U.S. employees who live within 50 miles of a Guardant facility will be required to be onsite on Mondays, Tuesdays, and Thursdays. We have found aligning our scheduled in-office days allows our teams to do the best work and creates the focused thinking time our innovative work requires. At Guardant, our work model has created flexibility for better work-life balance while keeping teams connected to advance our science for our patients.

The US base salary range for this full-time position is $63,000 to $108,000. The range does not include benefits, and if applicable, bonus, commission, or equity. The range displayed reflects the minimum and maximum target for new hire salaries across all US locations for the posted role with the exception of any locations specifically referenced below (if any).

For positions based in Palo Alto, CA or Redwood City, CA, the base salary range for this full-time position is $89,920 to $121,000. The range does not include benefits, and if applicable, bonus, commission, or equity.

Within the range, individual pay is determined by work location and additional factors, including, but not limited to, job-related skills, experience, and relevant education or training. If you are selected to move forward, the recruiting team will provide details specific to the factors above.

Employee may be required to lift routine office supplies and use office equipment. Majority of the work is performed in a desk/office environment; however, there may be exposure to high noise levels, fumes, and biohazard material in the laboratory environment. Ability to sit for extended periods of time.

Guardant Health is committed to providing reasonable accommodations in our hiring processes for candidates with disabilities, long-term conditions, mental health conditions, or sincerely held religious beliefs. If you need support, please reach out to [email protected]

Guardant Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

All your information will be kept confidential according to EEO guidelines.

To learn more about the information collected when you apply for a position at Guardant Health, Inc. and how it is used, please review our Privacy Notice for Job Applicants.

Please visit our career page at: http://www.guardanthealth.com/jobs/