Customer Support Specialist

Customer Support Specialist

We're hiring a Customer Support Specialist to help deliver an excellent experience for our customers and their patients. This is a hands-on, cross-functional role for someone who enjoys solving problems, supporting customers, learning software quickly, and working closely with product and engineering teams to improve how things work. It's a great fit for someone with experience in genetics or clinical research, such as a genetic counselor, genetic counseling assistant, or research coordinator, who is excited to work at the intersection of genomics, operations, and technology.

How You'll Contribute

• Be the front line for customer support - Respond to customer questions, troubleshoot issues, and help ensure customers have a smooth and positive experience using the Nest platform.
• Create structure and repeatable processes - Build and improve workflows for handling support requests, tracking follow-up, documenting recurring issues, and making sure nothing falls through the cracks.
• Help build scalable support systems - Identify patterns in customer questions and internal work, create templates and documentation, and help build a more efficient and consistent support function as we grow. Use AI tools to streamline support operations, improve documentation, surface insights, and increase team efficiency over time.
• Work closely with product & engineering - Triage bugs, document issues clearly, test fixes, and help translate customer feedback into actionable product improvements.
• Be hands-on on the platform. Review cases, investigate support tickets, validate workflows, and help with configuration, content updates, and quality checks as needed.
• Build strong customer relationships. Join customer calls, communicate clearly and professionally, and become a trusted point of contact for questions, follow-up, and issue resolution.

Our Ideal Candidate Will Have

• Background: Experience in genetics, genomics, or clinical research, such as a GC, GCA, research coordinator, or similar role.
• Customer-facing experience: Comfortable communicating directly with customers and helping solve questions in a clear, professional, and empathetic way.
• Strong organizational skills: Highly organized, detail-oriented, and excellent at keeping track of moving pieces, prioritizing follow-up, and creating order in a fast-moving environment.
• Process mindset: Enjoys building repeatable workflows and systems, improving how work gets done, and creating documentation that helps the team scale.
• Experience with AI tools: Comfortable using AI tools in practical ways to improve support workflows, strengthen documentation, and help build a more scalable support function.
• Tech comfort: Tech savvy and eager to learn new software quickly; able to troubleshoot issues, investigate workflows, and work closely with technical teams.
• Problem-solving mindset: Resourceful, practical, and able to manage issues from start to finish with good judgment and follow-through.
• Strong communicator: Clear, concise writer and communicator who can explain issues simply and effectively to both internal teams and external customers.
• Cross-functional collaboration: Excited to work closely with product, engineering, and clinical team members in a fast-moving startup environment.
• Startup mindset: Proactive, adaptable, and willing to jump in where needed to support customers and improve the business.

Nice to Have

• Experience in genetic counseling, genetic testing workflows, or clinical genetics programs.
• Familiarity with EMRs and healthcare workflows
• Experience supporting software products or working in a SaaS environment.

If you're excited to help patients and providers by bringing genetics into routine care, and you enjoy solving problems, supporting customers, and working across teams, we'd love to hear from you. Apply now and help build the future of genomics!