Customer Service Team Lead (Inbound- call center environment)

Our mission is to detect cancer early, when it can be cured. We are working to change the trajectory of cancer mortality and bring stakeholders together to adopt innovative, safe, and effective technologies that can transform cancer care.

We are a healthcare company, pioneering new technologies to advance early cancer detection. We have built a multi-disciplinary organization of scientists, engineers, and physicians and we are using the power of next-generation sequencing (NGS), population-scale clinical studies, and state-of-the-art computer science and data science to overcome one of medicine's greatest challenges.

GRAIL is headquartered in the bay area of California, with locations in Washington, D.C., North Carolina, and the United Kingdom. It is supported by leading global investors and pharmaceutical, technology, and healthcare companies.

For more information, please visit grail.com

The Customer Service Team Lead (Inbound) provides expert-level administrative and operational support within the customer service function, coordinating complex service requests and acting as a senior resource for the team. This role applies extensive procedural knowledge to resolve escalated issues and ensure consistent, high-quality service delivery. The position supports the implementation of new service processes, assists with training activities, and contributes to improvements that enhance accuracy, efficiency, and customer satisfaction within established guidelines.

This role is based at our Durham, North Carolina, office and offers a flexible working arrangement. It offers a flexible work arrangement, with the ability to work from GRAIL's office or from home. Our current flexible work arrangement policy requires that a minimum of 60%, or 24 hours, of your total work week be on-site. Your specific schedule, determined in collaboration with your manager, will align with team and business needs and could exceed the 60% requirement for the site.

** Internal employees will be considered for the role regardless of location**

Responsibilities:

• Coordinates and resolves the most complex or specialized customer service requests, ensuring all transactions are completed accurately and in compliance with company standards.

• Serves as a senior resource and team lead within the customer service team, providing procedural guidance, training support, and assistance to less experienced coordinators.
• Reviews escalated cases, identifies root causes, and recommends process adjustments or clarifications to improve service consistency and reduce recurring issues.
• Collaborates with cross-functional departments such as Sales, Operations, and Finance to facilitate accurate and timely resolution of customer concerns.
• Assists in updating operating procedures, service tools, and documentation to reflect current practices and enhance workflow efficiency.
• Monitors service performance and reports trends or potential areas of improvement to supervisors or management.
• Conducts quality assurance reviews and coaching for reps, identifying trends and process improvement opportunities.
• Supports departmental projects related to system updates, process refinements, or quality initiatives.
• Maintains detailed and accurate customer records while meeting defined service, quality, and productivity metrics.

Adaptability and Growth Expectation

As our organization continues to evolve and grow, this role may require flexibility in responsibilities and duties. Employees should expect that their role may expand, shift, or be modified to meet changing business needs, strategic priorities, and organizational objectives.

This may include:

• Taking on additional responsibilities.
• Participating in cross functional projects and initiatives.
• Adapting to new technologies, processes, or methodologies.
• Supporting other departments or teams during periods of high demand.
• Contributing to special projects or temporary assignments as needed.

These responsibilities summarize the role's primary responsibilities and are not an exhaustive list. They may change at the company's discretion.

Required Qualifications:

• High school diploma or equivalent required; Bachelor's degree strongly preferred.
• 5+ years of relevant customer service experience, or a combination of education and experience or 3 years of the candidate possessing direct GRAIL experience.
• Demonstrated expertise in handling complex cases.
• Expert-level knowledge of customer service practices, systems, and escalation handling.
• Excellent communication and interpersonal skills, with the ability to manage challenging customer interactions effectively.
• Advanced analytical and problem-solving skills to identify and resolve root causes of customer issues.
• Office or call center environment with frequent computer and telephone use.
• Ability to work cross-functionally and contribute to operational improvements.
• Strong leadership skills with the ability to mentor, coach, and influence team members.
• Involvement in projects, pilots, or system implementations that require adaptability and collaboration.

Preferred Qualifications:

• Bachelor's degree is strongly preferred.
• 6+ years of relevant customer service experience, or a combination of education and experience or 3 years of the candidate possessing direct GRAIL experience.
• The call center environment is highly preferred.
• Demonstrated level of knowledge regarding applicable regulatory standards commensurate with the position's complexity and scope, contributing to organizational regulatory compliance. Minimal applicable standards for this position include:
  
  
  • Clinical laboratory regulations (e.g. CAP, CLIA, NYSDOH, ISO 15189)
  • Protected health information (e.g. HIPAA, GDPR)

• Proficiency with CRM systems, service platforms, and Microsoft Office applications.
• Strong organizational skills with the ability to balance multiple priorities and deadlines.
• May require flexible scheduling, including evenings, weekends, or overtime to support business needs.

Physical Demands & Working Environment:

• Hours and days may vary depending on operational needs.
• Standing or sitting for long periods of time may be necessary.
• May be exposed to hazardous materials, blood specimens and instruments with moving parts, heating or freezing elements, and high speed centrifugation.
• Some lifting (up to 25 pounds) may be necessary

The expected, full-time, hourly scale for this position is $39/hr-$47/hr. Actual pay will consider skills, experience, and location.


This role may be eligible for other forms of compensation, including an annual bonus and/or incentives, subject to the terms of the applicable plans and Company discretion. This range reflects a good-faith estimate of the range that the Company reasonably expects to pay for the position upon hire; the actual compensation offered may vary depending on factors such as the candidate's qualifications. Employees in this role are also eligible for GRAIL's comprehensive and competitive benefits package, offered in accordance with our applicable plans and policies. This package currently includes flexible time-off or vacation; a 401(k) retirement plan with employer match; medical, dental, and vision coverage; and carefully selected mindfulness programs.

GRAIL is an equal employment opportunity employer, and we are committed to building a workplace where every individual can thrive, contribute, and grow. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, age, disability, status as a protected veteran, , or any other class or characteristic protected by applicable federal, state, and local laws. Additionally, GRAIL will consider for employment qualified applicants with arrest and conviction records in a manner consistent with applicable law and provide reasonable accommodations to qualified individuals with disabilities. Please contact us at [email protected] if you require an accommodation to apply for an open position.

GRAIL maintains a drug-free workplace. We welcome job-seekers from all backgrounds to join us!