Genomics Customer Success Specialist

Gene by Gene, Ltd.; Scotland; On-site; GBP 32,000 - 46,000; Full time

Job summary

myDNA Life Europe is seeking a Client Services Specialist to be the face of our company for clients across the United Kingdom and Europe. You will handle inquiries from first contact to resolution via phone, email, and chat, ensuring fast, accurate, and helpful support while maintaining high-quality client experiences.

You will work in a lean, global team, collaborating with colleagues in the US and Australia to manage handoffs, track samples, and improve processes.

Qualifications

• Outstanding written and verbal communication with a warm, professional, and confident tone.
• Strong interpersonal ability to liaise effectively between laboratory teams and external clients.
• Solutions-first mindset with resilience when handling challenging conversations.
• Confident with CRM and ticketing platforms (Zoho, Zendesk, Salesforce) and quick to learn new systems.

Responsibilities

• Serve as the first point of contact for UK and European clients across phone, email, and chat, resolving inquiries with pace and accuracy.
• Own inquiries through to resolution, meeting or beating agreed SLAs.
• Communicate complex genetic testing processes in clear language tailored to each client.
• Manage orders, replacements, returns, and account updates end to end within CRM.

Skills

Communication skills

Interpersonal skills

CRM platforms

Google Workspace

Data protection

Multichannel support

Education

GCSEs including English and Maths

A-levels or degree desirable

Tools

Zoho

Zendesk

Salesforce

Job description

myDNA Life Europe is seeking a Client Services Specialist to be the face of our company for clients across the United Kingdom and Europe. You will handle inquiries from first contact to resolution via phone, email, and chat, ensuring fast, accurate, and helpful support while maintaining high-quality client experiences.

You will work in a lean, global team, collaborating with colleagues in the US and Australia to manage handoffs, track samples, and improve processes.