Customer Success Associate, Life Sciences

Remote; San Francisco (CA); Hybrid; USD 60,000 - 90,000; Full time

Job summary

Karius is seeking a Customer Success Representative to support physicians, laboratory personnel, and hospital administrators. The role involves handling inbound requests via phone, email, and tickets, coordinating with labs and clinicians, and escalating issues with Medical Affairs. The position requires PHI handling and strong communication skills.

Hybrid work in Redwood City, CA or remote within the USA. 7:00 AM–4:00 PM PT, Tuesday–Saturday.

Qualifications

• 3+ years of customer support/service experience in healthcare or related industry.
• Experience working with hospital laboratories and clinicians preferred.
• Telephone-based support experience required.

Responsibilities

• Provide high-quality support via phone, email, and help tickets for inbound customer requests.
• Communicate with laboratory personnel and physicians to obtain information regarding samples and provide status updates.
• Liaise with the Medical Affairs team for escalations regarding Karius test results.
• Liaise with production laboratory personnel regarding sample processing and reporting issues.
• Liaise with Sales and Business Development teams to provide support for customer needs.

Skills

Customer support

Healthcare experience

Communication

Education

Bachelor’s or higher in Biological Sciences

Tools

Zendesk

Salesforce

Job description

Karius is seeking a Customer Success Representative to support physicians, laboratory personnel, and hospital administrators. The role involves handling inbound requests via phone, email, and tickets, coordinating with labs and clinicians, and escalating issues with Medical Affairs. The position requires PHI handling and strong communication skills.

Hybrid work in Redwood City, CA or remote within the USA. 7:00 AM–4:00 PM PT, Tuesday–Saturday.