Bilingual International Customer Support Representative

Natera

International Customer Support Representative delivering support to international customers and healthcare professionals. Collaborating with internal teams on customer inquiries and ensuring smooth order processes.

Posted 6/5/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $23 - $26 per hourWebsite

About the role

Key responsibilities & impact

Provide timely and accurate information to international customers and internal teams via phone, email, and other electronic channels
Manage high volume of international customer accounts and their support needs
Resolve customer inquiries and issues promptly and communicate the resolution clearly and logically. Troubleshoot the issue and identify the root cause
Partner with Sales team counterparts to follow-up on missing information needed to process and report ordered tests
Document all customer interactions, communications, actions taken, and follow ups in our customer service applications
Collaborate with internal teams such as sales, product development, and lab operations to ensure customer needs are met effectively
Coordinate with logistics and shipping teams to resolve any shipping, customs, or delivery issues related to kits or samples
Provide training and educational support to our internal teams and customers on test ordering processes
Stay updated on the latest company products, services, and processes (including samples required, test turnaround time, required order information, required waivers, etc…) to offer the best support
Track and report common customer issues, providing feedback for process improvements or product enhancements
Lead or support special projects and other duties as required to meet business needs
Assist in testing upgrades to and development of new customer service tools
Stay current with Natera training requirements and assist with mentoring and training new employees on international support processes
Note this role works with PHI on a regular basis both in paper and electronic form and has access to various technologies to access PHI (paper and electronic) to perform the job

Requirements

What you’ll need

Strong communication skills, with fluency in English and Spanish
Two-year degree and/or 4 years minimum of related experience, undergraduate degree preferred
Previous customer service experience, ideally in the healthcare, biotechnology, or diagnostics industry
Ability to work independently and as part of a global team
Excellent problem-solving skills and attention to detail. Ability to complete tasks in a resourceful and efficient manner
Proficient in using CRM software and customer support tools

Benefits

Comp & perks

Comprehensive health benefits (medical, dental, vision)
401(k) with company match
Generous paid time off and company holidays
Additional wellness and work-life benefits

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 & Tools

customer serviceproblem-solvingattention to detailtrainingdocumentationtroubleshootingprocess improvementresourcefulnesscommunication

Soft Skills

strong communicationindependent workteam collaborationfluency in Englishfluency in Spanish

Certifications

two-year degreeundergraduate degree