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GRAIL

Supervisor, Customer Service – Call Center Environment

GRAIL

Supervisor managing customer service team to ensure efficient support delivery at GRAIL, focused on early cancer detection.

Posted 8/1/2026full-timeDurham • North Carolina • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership in supervising customer service teams, providing coaching and mentoring, and enhancing processes to achieve departmental objectives. Possesses extensive experience in customer service within a call center environment, with a focus on team development and performance management.

Highest-signal resume keywords
Customer Service ManagementTeam LeadershipCoaching and MentoringProcess ImprovementPerformance Feedback

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Customer Service ExperienceCall Center OperationsWorkload ManagementOnboarding and TrainingEscalation Handling
Soft Skills
CollaborationCommunicationProblem-Solving
Industry Keywords
Business DegreeCommunications DegreeTeam Lead ExperienceSupervisory CapacityDepartmental Objectives

About the role

Key responsibilities & impact
  • Supervise the day-to-day activities of the customer service team.
  • Assign and monitor workloads.
  • Provide coaching, mentoring, and performance feedback to team members.
  • Handle escalated customer issues that require supervisory intervention.
  • Support onboarding and training of new team members.
  • Collaborate with cross-functional teams to resolve customer issues.
  • Identify opportunities to enhance processes.
  • Contribute to the development and achievement of departmental objectives and metrics.

Requirements

What you’ll need
  • Bachelor’s degree in Business, Communications, or a related field; or equivalent combination of education and experience.
  • 5+ years of relevant customer service experience(call center environment), with at least 1–2 years in a team lead, senior coordinator, or supervisory capacity.
  • Ability to travel 5% as required.

Benefits

Comp & perks
  • flexible time-off or vacation
  • a 401(k) retirement plan with employer match
  • medical, dental, and vision coverage
  • carefully selected mindfulness programs