Customer Care Specialist – Lead

Veracyte, Inc.

Customer Care Specialist Lead overseeing team operations for Veracyte's Customer Care Department. Managing orders, performance, and staff training while collaborating across teams for process improvements.

Posted 6/10/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $36 - $43 per hourWebsite

About the role

Key responsibilities & impact

Oversee and assist the CCS team in managing and monitoring orders and cases from submission to completion.
Act as a primary resource for the team regarding technical questions or issues.
Regularly monitor employee and team performance, providing feedback and guidance.
Perform onboard training for new hires and ongoing departmental training.
Lead and manage specific projects or initiatives to drive process improvements.
Up to 10% of travel required for business purposes.

Requirements

What you’ll need

A bachelor’s degree (B.A. or B.S.) is preferred.
5 years of experience in people leadership and/or customer service within healthcare, biotech, or laboratory settings; oncology experience is preferred.
Proven experience in conducting staff training and development programs for continuous skill enhancement.
Demonstrated ability to lead projects or initiatives aimed at driving process improvements and operational enhancements.
Strong organizational and time-management abilities for handling multiple tasks, anticipating needs, and providing effective solutions.
Commitment to fostering a positive work culture within the team, department, and organization.
Ability to assess situations, gather relevant information, and communicate effectively with team members, leadership, and other departments to ensure clarity and coordination.
Encourages innovative thinking and creativity within the team to develop new solutions and improve existing processes.
Solution-focused mindset with a proactive approach to identifying and addressing challenges.

Benefits

Comp & perks

competitive compensation and benefits
inclusive workforce where diverse backgrounds are represented

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

staff trainingprocess improvementsoperational enhancements

Soft Skills

people leadershipcustomer serviceorganizational abilitiestime-managementcommunicationinnovative thinkingcreativitysolution-focused mindset

Certifications

bachelor's degree