Customer Success Specialist

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Customer Success Specialist

United States

Customer Success

Remote

Full-time

Sequencing is building the interface between humanity and its DNA.

Using clinical-grade whole genome sequencing, AI, and a rapidly expanding ecosystem of genomic applications, we help people better understand themselves, their health, and their future through their DNA.

The human genome is one of the most valuable and underutilized resources in the world. Our mission is to transform the human genome into a lifelong source of personalized guidance and build the trusted home for every genome on Earth.

As the world’s largest direct-to-consumer whole genome sequencing platform, Sequencing is helping define the future of AI-powered personalized health.

We’re a profitable, venture-backed, fully remote company building category-defining products that help people better understand themselves through their DNA.

The Position

Sequencing.com is seeking a Customer Success Specialist to join the team. In this role, you will provide exceptional customer support, troubleshoot technical issues, and escalate complex issues to the customer support management team when needed. This role is focused on improving the overall customer experience by delivering 5 star customer support in a fully remote, shift based environment.

The Impact

• Provide responsive, high quality support to customers across email, phone, real time online chat, Intercom, Facebook, Reddit, and X.
• Respond to customer questions related to product features, troubleshooting, billing, and general support with accuracy, empathy, and urgency.
• Provide order and technical support for e-commerce platforms, marketplaces, and digital subscriptions.
• Monitor and manage customer issues through resolution, escalating complex matters when needed.
• Maintain accurate records of customer interactions and follow up to ensure a strong customer experience.
• Partner across engineering, product, and sales to help resolve customer concerns and improve support outcomes.
• Contribute to customer support documentation, including customer education content and how to guides.
• Identify trends in customer feedback and share insights that help improve the overall customer experience.

Who You Are

• 1+ years of experience in customer support, customer success, or a similar role, with experience supporting online and digital services.
• Experience using Zendesk, Intercom, Jira, or similar ticketing systems to manage, document, and resolve customer issues.
• Experience supporting customers across email, phone, real time online chat, Intercom, Facebook, Reddit, and X, with strong written communication and follow up skills.
• Experience troubleshooting customer, order, and technical issues across e commerce platforms, marketplaces, digital subscriptions, CMS environments, and payment processing dashboards.
• Experience using Slack, Zoom, and AI tools to support communication, collaboration, and customer support workflows.
• Experience assessing and responding to support requests, feedback, and complaints, including triaging urgent issues, using de escalation strategies, and navigating internal resources to find solutions.
• Minimum 6+ months of remote work experience, with weekend and night availability required to support a fully remote, shift based environment.
• Experience in tech support, genetics, healthcare, biotechnology, or SaaS is preferred; multilingual proficiency and familiarity with AI driven support tools and automation are a plus.

Ready to apply?

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This is a remote based role and we often have the flexibility to hire international (non-US) candidates, please refer to the job description for confirmation of this.

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• Standard Processing: 2+ weeks from first call to decision.
• Expedited Processing: Streamlined interviews in under 2 weeks.
• Ultra Rapid Processing: Immediate Start

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In recent months, we have received an unprecedented number of fraudulent applications.

Any measure we can take to reduce the above will help to safeguard our employees, customers and partners, while making sure we are able to provide the best candidate experience possible.

Therefore, please click to and complete our separate Google Form as a part of the application process. Note, this is the only way to ensure that your application is prioritized.

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1+ years of experience in customer support, customer success, or a similar role, with experience supporting online and digital services. *

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Available to work 2nd Shift including weekends. *

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Req ID: R88