• Responsible for analyzing Implementation and Integration requests to support the implementation and Operations departments as new clients and products are onboarded/integrated into EnableComp Systems. • Diagnose and report product related issues to support our operations staff.

Role Description Every day, patients, providers, and partners come to Helix at moments that matter, when they have questions about their orders, their results, or their care. The Customer Service team is who they reach, and how we show up in those moments shapes the entire Helix experience. This is a frontline role at its core. Most of the work is running the playbook well, following our processes carefully and handling high volume with care. But the tickets that reach you sometimes need more than a script. The judgment calls, the edge cases, the situations no SOP covers. We're looking for someone who does both, someone reliable enough to trust with the standard work and sharp enough to handle what falls outside it. - Resolve customer issues end to end across phone, email, and webform, from first contact through resolution. - Handle the complex and first-of-their-kind cases that need human judgment, where there is no playbook to follow. - Work through ambiguous situations by reasoning to the right answer rather than reaching for a canned response. - Support multiple products, partners, and customer types, prioritizing based on business need. - Spot patterns in recurring issues, flag gaps in how we handle them, and help the team resolve faster and more consistently. - Loop in the right partners across Helix when an issue needs specialized help, and see it through to resolution. - Document customer interactions in our systems accurately and thoroughly. - Maintain HIPAA compliance and high standards of privacy and security when handling sensitive information. - Assist with quality investigations and complaints. Qualifications - 4 or more years in customer support, quality, or a related role where accuracy and follow-through genuinely mattered. - A 4-year degree. The science and technology behind our work reward people who are comfortable learning in a rigorous, information-heavy environment. - Comfort in a regulated environment, handling health and personal information with care. - Critical, independent thinking. You'd rather understand why something is happening than simply close the ticket. - Genuine warmth in hard conversations. You can be calm, clear, and human with someone who's worried about their health. - A fast ramp. You pick up new products, tools, and systems quickly. - The range to juggle many things at once without dropping the ones that matter. - A team-first instinct. You share what works and look for ways to make the team more efficient, not just yourself. Requirements - Background in genomics, diagnostics, or a patient-facing healthcare setting. - A degree in biology, genetics, or a related science. - Bilingual in English and Spanish, written and verbal. Location and hours - Remote. Support hours are Monday through Friday, 6:00am to 6:00pm, with 8-hour shifts. Expected Interview Process - Recruiter Screen - Manager Screen/Tech Screen - Onsite - Offer Expected Pay For This Role $24.70 - $31.50 Company Description Helix is proud to be an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws.

• Serve as a primary point of contact for clients managing inbound and outbound communications. • Resolve inquiries efficiently to ensure a seamless customer experience. • Connect with customers via phone/email/chat/social media to address concerns. • Calmly attempt to resolve and de-escalate issues. • Escalate interactions when necessary and appropriate. • Respond to requests for assistance and/or processing payments. • Track all call-related information for auditing and reporting purposes. • Provide feedback on call issues. • Upsell if required.

• Oversee the customer service team daily work towards operational targets; • Train/coach team members; • Handle customer escalations; • Identify key areas for improvement in terms of the standards of service, current policies, operative mode towards efficiency and customer/client satisfaction; • Propose projects and initiatives to tackle those areas for improvement and oversee its implementation and success; • Be the face of FARFETCH and bring the Voice of the Customers to our partners;