Supervisor, Customer Service

CareDx, Inc. is a leading precision medicine solutions company focused on the discovery, development, and commercialization of clinically differentiated, high-value healthcare solutions for transplant patients and caregivers. CareDx offers products, testing services, and digital healthcare solutions along the pre- and post-transplant patient journey, and is the leading provider of genomics-based information for transplant patients.

The Customer Service Supervisor is a player–coach who provides day-to-day leadership of the Customer Service Liaison team while owning a portion of frontline work. This role ensures complete and accurate test orders, timely issue resolution, and high-quality service for internal and external customers. The Supervisor partners closely with Client Services and laboratory leadership to optimize pre- and post-analytical workflows and delivery turnaround times.

Key Responsibilities

Leadership & Management

• Lead daily operations for Customer Service Liaisons; assign work, balance queues, and monitor service levels and turnaround time (TAT).
• Coach, mentor, and develop team members; provide feedback, 1:1s, and support career growth.
• Manage schedules and coverage (including after-hours/holiday rotations if applicable); approve time off and ensure adequate staffing.
• Track performance metrics and trends; prepare weekly/monthly insights and partner with laboratory leadership to implement long-term solutions.
• Triage internal and external requests to appropriate personnel and facilitate cross-functional collaboration.
• Ensure compliance with HIPAA, CLIA, FDA and internal SOPs; promote a culture of quality and continuous improvement.

Player–Coach / Operational Support

• Contact external medical centers, clinics, and labs to confirm orders for patient tests are complete and accurate.
• Handle and resolve common requests, including supply order entry, results and reporting, and technical support questions.
• Conduct phone follow-up with customers to clarify test requisition information and coordinate with laboratory teams to resolve issues.
• Work with Client Services and laboratory leadership to align TAT goals and reduce holds.
• Update and maintain the database of customer accounts to reflect changes and role-related activities.

Qualifications

• 4–6 years of experience in laboratory or clinical diagnostics operations, including 2+ years in customer service; prior lead or supervisor experience preferred.
• Demonstrated proficiency with reporting and data analytics tools such as Excel and Salesforce.com.
• Strong communication, critical thinking, and conflict resolution skills; comfortable operating in fast-paced, regulated environments.
• High School Diploma required; Bachelor’s Degree preferred.
• May require to work during CareDx holiday.
• Travel Requirement of 5-10%.
• Minimum requirement to be onsite for 2 days per week.

Additional Details: 

Every individual at CareDx has a direct impact on our collective mission to improve the lives of organ transplant patients worldwide. We believe in taking great care of our people, so they take even greater care of our patients. 

Our competitive Total Rewards package for US Employees includes:

• Competitive base salary and incentive compensation
• Health and welfare benefits, including a gym reimbursement program
• 401(k) savings plan match
• Employee Stock Purchase Plan
• Pre-tax commuter benefits
• And more!
• Please refer to our page to view detailed benefits at https://caredx.com/company/careers

In addition, we have a Living Donor Employee Recovery Policy that allows up to 30 days of paid leave annually to a full-time employee who makes the selfless act of donating an organ or bone marrow.

With products that are making a difference in the lives of transplant patients today and a promising pipeline for the future, it’s an exciting time to be part of the CareDx team. Join us in partnering with transplant patients to transform our future together.

CareDx, Inc. is an Equal Opportunity Employer and participates in the E-Verify program.

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