Lead with empathy and precision. Natera is hiring a Customer Experience Supervisor to guide a growing remote team, enhance service operations, and ensure patients and providers experience best-in-class support across every interaction.
About Natera
Natera™ is a global leader in cell-free DNA (cfDNA) testing for oncology, women’s health, and organ health. Our mission is to make personalized diagnostics a standard of care—driven by innovation, collaboration, and patient-centered excellence.
Schedule
- Full-time, fully remote (U.S.)
- Supervises up to three tiers of Customer Experience (CE) team members
What You’ll Do
- Oversee daily CE operations and agent performance to meet key service metrics
- Conduct random quality checks and deliver ongoing training and feedback
- Provide real-time coaching and support during escalations
- Analyze trends, process gaps, and opportunities to improve efficiency and morale
- Collaborate with leadership on staffing, training, and recognition programs
- Handle interviews, performance reviews, and team development
- Manage PHI responsibly under HIPAA and company privacy standards
What You Need
- Bachelor’s degree or equivalent experience
- Minimum 3 years in customer service, with at least 1 year in leadership
- Strong coaching, conflict resolution, and problem-solving skills
- Proven ability to de-escalate complex situations with professionalism
- Intermediate proficiency with Microsoft Office; familiarity with LIMS, Desk.com, or secure email systems is a plus
- Bilingual (English/Spanish) preferred
Benefits
- Pay range: $68,200 – $85,200 USD
- Comprehensive medical, dental, and vision coverage
- 401(k) with company match
- Paid parental/bonding leave and fertility care benefits
- Free Natera testing for employees and dependents
- Supportive, collaborative culture with clear growth pathways
Shape a high-performing team that turns service into care.
Happy Hunting,
~Two Chicks…