Customer Support Training Lead

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Remote
8:30am-5 pm
Monday-Friday
We are seeking to add a Lead for our Customer Support Training team. We are looking for team members who are passionate about facilitating and planning onboarding and ongoing training and development for our customer facing support teams in a fast paced, evolving environment. You believe that with the right tools, training and guidance, anyone can achieve a high level of performance. You have enlisted in our mission and vision and want to be part of a great team of people who believe that everyone should have access to genetic testing.

What you will do:

  • Provide leadership support for a team of trainers and quality assurance specialists

  • Be well-versed in all Invitae products, processes and policies.

  • Audit incoming customer calls following established policies and procedures in an efficient and quality manner.

  • Audit work generated through email, work queues, and customer calls/chats. Ensure customer interactions are completed accurately (utilizing established policies and procedures) to maximize efficiencies, minimize customer delays, and to drive strong customer satisfaction.

  • Ensure consistency in the delivery and application of training standards.

  • Conduct needs assessments, track trends, and partner with the leadership team to identify training and coaching opportunities.

  • Identify opportunities for improvement and enhancement at both the individual contributor level as well as the process (Standard Operating Procedure) and systems level.

  • Act as a liaison between Client Services and Commercial Training to identify, target and improve training and performance.

  • Assist with identifying and implementing process improvement ideas with Client Services Leads.

  • Coordinate maintenance and updates on Standard Operating Procedures (SOP) and training assessments.

  • Demonstrate strong knowledge of Invitae’s customer service tools and frameworks including LAER and the exploratory process in order to improve customer service

  • Establish and manage deadlines for completing assignments and assessments.

Who you are:

  • Self-starter - will be able to study systems and practice in order to be successful while on-boarding and can hit the ground running on your own quickly

  • Resourceful - someone who will be taking notes and remembering where to ask or where to look up information on their own

  • An expert at time management - someone that values theirs and other people’s time and can assess their own workflow and find better ways of efficiency. Can also work with little to no supervision in order to get everything they need to get done and in a timely fashion

  • Collaborative - someone who is great at working within a team and collaborating on information, training and/or improvements to SOPs

  • Urgent - the most successful candidate will be confident, display a sense of urgency to get things done, know how to prioritize their work, have follow-through and remains calm but thrives under pressure when pressing issues arise

  • Customer Focused - expects and understands a high level of customer empathy and service by phone or email.

Required Experience and Skills:
  • 5+ years experience working in a client-facing, customer service role with a “white glove service” mentality

  • 2+ years of account management or client relationship experience. 2+ years prefered for industry experience in laboratory, healthcare, biotech, and/or life sciences

  • Preferred understanding of genetics

  • Exceptional oral and written communication skills

  • Can problem-solve and exercise critical thinking in a dynamic and rapidly changing environment

  • Experience using Google Apps, Mac OS X, and CRM applications such as Salesforce Lightning, MediaLab, Guru and Confluence.

  • Must be able to travel 2-3 times per year for required CS Training

At Invitae, we value diversity and provide equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.

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Location

Conveniently located minutes from downtown Boulder via Pearl Street or the Goose Creek Path. Easily commutable from all directions.

An Insider's view of Invitae (Formerly ArcherDx)

What’s the vibe like in the office?

Collaborative - when I walk through the Invitae office at any time of day, I can see cross-functional collaboration in action. Our team members are constantly connecting in structured and unstructured meetings to solve problems and achieve goals.

Sarah

Corporate Recruiter

How do you collaborate with other teams in the company?

Collaboration between functional groups is key to the Logistics team's success at Invitae. Working closely with Sales, Manufacturing, Assay Development, Customer Support, Finance and QA allows us to provide better customer service by improving our processes, troubleshoot, brainstorm new ideas, learn from each other and share our best "dad" jokes.

Judy

Logistics Manager

How do you empower your team to be more creative?

Creativity requires a break from the routine and the screen. Here at Archer the team gets creative through walks to the food trucks, lunch runs, climbing gym sessions or a few end of the week craft brews. Some of our best algorithms were developed or refined on the climbing gym mat.

Aaron

VP of Bioinformatics and Commercial Development

What are Invitae (Formerly ArcherDx) Perks + Benefits

Invitae (Formerly ArcherDx) Benefits Overview

At Invitae, our employees are the key to our continued success. Our culture is one of our most important strengths. A set of commitments we make to each other and to our customers to build a world-class organization in service of our mission. That is why Invitae proudly offers comprehensive perks and benefits program with choice and flexibility in mind.

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Our remote work program includes work from home on occasion as needed.
Family Medical Leave
Restricted work hours
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Archer hosts company outings Semi-annually.
Happy Hours
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Our tuition reimbursement plan offers an annual max of $5250.
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
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