Customer Success Specialist
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Sequencing
US
Summary
Provide high-quality technical and billing support across multiple digital channels including email, chat, and social media. Collaborate with engineering and product teams to resolve complex issues and contribute to customer education documentation.
Job Description
The Position
Sequencing.com is seeking a Customer Success Specialist to join the team. In this role, you will provide exceptional customer support, troubleshoot technical issues, and escalate complex issues to the customer support management team when needed. This role is focused on improving the overall customer experience by delivering 5 star customer support in a fully remote, shift based environment.
The Impact
- Provide responsive, high quality support to customers across email, phone, real time online chat, Intercom, Facebook, Reddit, and X.
- Respond to customer questions related to product features, troubleshooting, billing, and general support with accuracy, empathy, and urgency.
- Provide order and technical support for e-commerce platforms, marketplaces, and digital subscriptions.
- Monitor and manage customer issues through resolution, escalating complex matters when needed.
- Maintain accurate records of customer interactions and follow up to ensure a strong customer experience.
- Partner across engineering, product, and sales to help resolve customer concerns and improve support outcomes.
- Contribute to customer support documentation, including customer education content and how to guides.
- Identify trends in customer feedback and share insights that help improve the overall customer experience.
Who You Are
- 1+ years of experience in customer support, customer success, or a similar role, with experience supporting online and digital services.
- Experience using Zendesk, Intercom, Jira, or similar ticketing systems to manage, document, and resolve customer issues.
- Experience supporting customers across email, phone, real time online chat, Intercom, Facebook, Reddit, and X, with strong written communication and follow up skills.
- Experience troubleshooting customer, order, and technical issues across e commerce platforms, marketplaces, digital subscriptions, CMS environments, and payment processing dashboards.
- Experience using Slack, Zoom, and AI tools to support communication, collaboration, and customer support workflows.
- Experience assessing and responding to support requests, feedback, and complaints, including triaging urgent issues, using de escalation strategies, and navigating internal resources to find solutions.
- Minimum 6+ months of remote work experience, with weekend and night availability required to support a fully remote, shift based environment.
- Experience in tech support, genetics, healthcare, biotechnology, or SaaS is preferred; multilingual proficiency and familiarity with AI driven support tools and automation are a plus.
Sequencing is building the lifelong home for every genome on Earth and the foundational platform for the AI-native genomic era.
The human genome is the world’s most valuable untapped resource and one of the defining datasets of the 21st century. Every person with DNA will need a trusted platform to store, interpret, and continuously benefit from their genomic data throughout their lifetime. Sequencing is building that platform.
As the world’s largest provider of clinical-grade whole genome sequencing (WGS) services, Sequencing has sequenced more whole genomes than any other company - creating the largest foundation for genomic intelligence and personalized health.
We combine whole genome sequencing, AI-powered interpretation, and a rapidly expanding ecosystem of genomic applications and integrations to transform DNA from a static file into a dynamic, continuously evolving source of actionable intelligence.
Our platform enables individuals, families, healthcare professionals, and other healthtech companies to unlock insights spanning disease prevention, inherited conditions, medication response, reproductive planning, wellness optimization, and longevity - turning the genome into each person's most valuable lifelong health asset.
We envision a future where genomic intelligence is deeply integrated into everyday life for billions of people, powering a new era of personalization, precision medicine, preventative healthcare, and human optimization.
We are a fully remote global company of doctors, scientists, engineers, AI researchers, and builders committed to making genomics accessible, actionable, and transformative for humanity.
Founded
2017
Company size
11-50 employees
Industry
Biotechnology Research
Org type
Privately Held
Headquarters
United States
Sequencing is building the lifelong home for every genome on Earth and the foundational platform for the AI-native genomic era.
The human genome is the world’s most valuable untapped resource and one of the defining datasets of the 21st century. Every person with DNA will need a trusted platform to store, interpret, and continuously benefit from their genomic data throughout their lifetime. Sequencing is building that platform.
As the world’s largest provider of clinical-grade whole genome sequencing (WGS) services, Sequencing has sequenced more whole genomes than any other company - creating the largest foundation for genomic intelligence and personalized health.
We combine whole genome sequencing, AI-powered interpretation, and a rapidly expanding ecosystem of genomic applications and integrations to transform DNA from a static file into a dynamic, continuously evolving source of actionable intelligence.
Our platform enables individuals, families, healthcare professionals, and other healthtech companies to unlock insights spanning disease prevention, inherited conditions, medication response, reproductive planning, wellness optimization, and longevity - turning the genome into each person's most valuable lifelong health asset.
We envision a future where genomic intelligence is deeply integrated into everyday life for billions of people, powering a new era of personalization, precision medicine, preventative healthcare, and human optimization.
We are a fully remote global company of doctors, scientists, engineers, AI researchers, and builders committed to making genomics accessible, actionable, and transformative for humanity.
Founded
2017
Company size
11-50 employees
Industry
Biotechnology Research
Org type
Privately Held
Headquarters
United States
