Lead with empathy, precision, and purpose. Natera is seeking a Customer Experience Supervisor to guide and develop our Customer Care Center (CCC) team. You’ll oversee up to three tiers of customer experience professionals, ensuring world-class service, operational excellence, and continuous improvement in a mission-driven environment.
About Natera
Natera™ is a global leader in cell-free DNA (cfDNA) testing, advancing personalized medicine in oncology, women’s health, and organ health. Our mission is to make genetic testing and diagnostics part of the standard of care—enabling earlier interventions and healthier lives. At Natera, you’ll work with a passionate, innovative team dedicated to changing the landscape of genetic disease management.
Schedule & Compensation
- Full-time, 100% Remote (U.S.)
- Pay Range: $68,200 – $85,200 USD (based on skills and experience)
- Comprehensive benefits: medical, dental, vision, life, disability, fertility care, paid leave, 401(k) match, and more
What You’ll Do
- Supervise and support Customer Experience agents, driving performance in productivity, accuracy, and service quality.
- Conduct daily monitoring and random quality checks to maintain excellence in customer interactions.
- Provide ongoing training, coaching, and performance feedback to ensure professional growth and success.
- Handle third-level escalations and deliver resolution with empathy and professionalism.
- Collaborate with management to optimize operations, efficiency, and morale within the team.
- Interview, onboard, and develop new team members.
- Partner with leadership on staffing plans, performance appraisals, and incentive programs.
- Ensure compliance with HIPAA and maintain strict confidentiality when handling patient information.
What You’ll Need
- Bachelor’s degree or equivalent work experience.
- 3+ years of customer service experience, including 1+ year in a leadership role.
- Strong coaching, de-escalation, and communication skills.
- Proficiency in Microsoft Office Suite and CRM systems (experience with Desk.com, LIMS, efax, Great Plains OM a plus).
- High attention to detail, strong organization, and problem-solving skills.
- Experience in healthcare or a regulated industry preferred.
- Bilingual candidates are encouraged to apply.
Why Join Natera
- Work alongside top professionals from the medical, scientific, and technology fields.
- Contribute to innovations that save lives and improve patient outcomes.
- Be part of a collaborative, inclusive culture that values diversity and excellence.
Happy Hunting,
~Two Chicks…