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Bilingual International Customer Support Representative

2 hours, 17 minutes ago
United States
Full-time
Junior
Customer Support
Customer and Technical Support
HIPAA
Apply Now
Natera

Natera

Natera specializes in cell-free DNA testing, providing advanced genetic testing services for oncology, women's health, and organ health to help families diagnose and manage genetic diseases.

Pharmaceuticals
1K-5K
Founded 2004
View All Jobs 85

Description

  • Provide timely and accurate support to international customers and internal teams via phone, email, and other electronic channels.
  • Manage a high volume of international customer accounts and their support needs.
  • Resolve customer inquiries and issues, troubleshoot root causes, and communicate solutions clearly.
  • Partner with the sales team to obtain missing information needed to process and report ordered tests.
  • Document customer interactions, actions taken, and follow-up steps in customer service systems.
  • Collaborate with internal teams including sales, product development, and lab operations to meet customer needs.
  • Coordinate with logistics and shipping teams to resolve shipping, customs, and delivery issues for kits or samples.
  • Provide training and educational support on test ordering processes to internal teams and customers.
  • Track recurring customer issues and provide feedback for process improvements or product enhancements.
  • Support special projects, test new customer service tools, and mentor new employees on international support processes.

Requirements

  • Strong communication skills with fluency in English and Spanish.
  • Two-year degree and/or at least 4 years of related experience; undergraduate degree preferred.
  • Previous customer service experience, ideally in healthcare, biotechnology, or diagnostics.
  • Ability to work independently and as part of a global team.
  • Excellent problem-solving skills, attention to detail, and ability to work efficiently and resourcefully.
  • Proficiency with CRM software and customer support tools.
  • Strong interpersonal skills and ability to build rapport with international customers.
  • Empathy, patience, and professionalism when handling sensitive or escalated situations.
  • Ability to work in a fast-paced, changing environment and manage multiple priorities.
  • Intermediate knowledge of Microsoft Office applications, with strong spelling and grammar skills.
  • Experience with Salesforce Service Cloud, laboratory information management systems, customer portals, efax, secure email, or cloud-based call center tools preferred.
  • Data collection and maintenance experience preferred.
  • Must complete HIPAA/PHI privacy, policy/compliance, and security training within the first 30 days of hire.
  • Fully remote work requires a private, distraction-free space to protect PHI.
  • Full-time role with minimal travel; occasional evenings and weekends may be required.

Benefits

  • Competitive base pay of $23–$26 USD per hour.
  • Comprehensive health benefits, including medical, dental, and vision coverage.
  • 401(k) with company match.
  • Generous paid time off and company holidays.
  • Additional wellness and work-life benefits.
  • Life and disability insurance for eligible employees and dependents.
  • Pregnancy and baby bonding leave.
  • Free testing for employees and their immediate families, plus fertility care benefits.
  • Commuter benefits and a generous employee referral program.

Interested in this position?

Apply directly on the company website

Apply Now

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