• Field customer inquiries by finding innovative ways to respond to varying questions, issues, and concerns. • Connect with customers via phone/email/chat/social media to resolve their questions or concerns. • Calmly attempt to resolve and de-escalate any issues. • Escalate interactions when necessary and appropriate. • Respond to requests for assistance and/or possible processing payments. • Track all call-related information for auditing and reporting purposes. • Provide feedback on call issues. • Upsell if required.

• Serve as a primary point of contact for clients • Manage inbound and outbound communications • Resolve inquiries efficiently utilizing web-based tools • Ensure a seamless and positive customer experience • Connect with customers via phone/email/chat/social media • Calmly attempt to resolve and de-escalate issues • Escalate interactions when necessary • Track call related information for auditing and reporting • Upsell if required

• Hire and train all customer care and concierge team members to provide world class service. • Lead execution of the end-to-end post-sale customer experience strategy in partnership with the COO. • Own and scale all customer-facing support functions, including Customer Care, Concierge, Technical Support, QA/Training, and Retention. • Establish and enforce the CX operating model, including SLAs, escalation frameworks, and service standards. • Serve as a cross-functional partner, promoting a customer-centric approach across Sales, Product, Operations, and vendor interactions. • Drive customer retention strategy, including SMB-focused initiatives, proactive outreach, and lifecycle engagement programs. • Own the customer communication strategy across support functions to strengthen loyalty, transparency, and retention. • Define, track, and ensure accountability for core CX KPIs, including retention, CSAT (≥90%), NPS (≥40), response/resolution time, and cost-to-serve. • Lead data-driven improvements and operational efficiency, including CRM and telephony optimization, automation, and service scalability. • Drive the future-state service model, including multi-channel support, knowledge management, workforce planning, and proactive engagement strategies. • Own budgeting, capacity planning, and cost management for the CX organization. • Act as the voice of the customer, influencing cross-functional priorities and product improvements. • Build and lead a strong CX leadership team, fostering accountability, performance, and a customer-first culture. • Provide regular updates on CX performance, risks, and initiatives in alignment with COO priorities. • Lead a team of 4-6 direct reports, with responsibility for scaling multi-layer organization over time.

• Deals directly with internal and external customers via telephone and electronic channels to obtain missing information needed for processing of submitted test samples • Communicate test status per protocol to respective customers • Resend and/or request the resending of issued test results • Schedule requests for mobile phlebotomy • Support and/or triage respective customer technical issues • Triage and/or schedule clinical inquiries to/for Genetic Counseling staff • Support Sales team processing various account requests • Respond promptly to internal and external customer inquiries and complaints • Obtain and evaluate all relevant information to handle inquiries and complaints • Perform customer verifications • Direct or escalate requests and unresolvable issues as needed • Manage customers' accounts, document all customer interactions, communications, actions taken, and follow ups • Familiarity with all genetic tests performed by Natera • Assists with mentoring and training new employees • Must maintain a current status on Natera training requirements