Lead with purpose. Empower your team. Shape the future of patient care.
About Natera
Natera™ is a global pioneer in cell-free DNA testing, advancing the fields of oncology, women’s health, and organ health. Our mission is to make personalized genetic testing and diagnostics part of everyday care—enabling earlier, more targeted interventions that improve and extend lives.
We’re growing fast, and we’re looking for a Customer Experience Supervisor to help guide, develop, and inspire a high-performing team dedicated to world-class patient and provider support.
Schedule
Full-time | Remote | U.S.
Pay Range
$68,200 – $85,200 per year (based on experience and location)
What You’ll Do
- Lead and mentor up to three tiers of Customer Experience (CE) team members.
- Monitor performance, productivity, and service levels to meet key performance indicators.
- Conduct regular quality checks and provide ongoing training and feedback to ensure accuracy and excellence.
- Serve as a third-level escalation point for complex or sensitive customer issues.
- Provide coaching, performance metrics, and progressive discipline when required.
- Collaborate with management to improve processes, training, and operational efficiency.
- Ensure agents have the tools, resources, and guidance needed to deliver top-tier service.
- Maintain compliance with HIPAA and patient privacy standards.
- Drive a positive, team-oriented culture built on accountability and support.
What You Bring
- Bachelor’s degree or equivalent experience.
- At least 3 years of customer service experience, including 1 year in a supervisory or leadership role.
- Proven skill in de-escalation, conflict resolution, and root cause analysis.
- Strong communication, coaching, and problem-solving abilities.
- Experience leading remote or distributed teams a plus.
- Proficiency with Microsoft Office; familiarity with Desk.com, LIMS, or similar systems preferred.
- Bilingual (Spanish/English) is a plus.
Why Natera
- Competitive pay and benefits, including comprehensive medical, dental, and vision coverage.
- Free Natera testing for employees and their families.
- Fertility care benefits, 401(k) with company match, and paid parental leave.
- Inclusive, mission-driven culture built on collaboration and growth.
Join a company where leadership isn’t about titles—it’s about impact.
Happy Hunting,
~Two Chicks…