Client Service Associate

Client Services Associate I, Prenatal

Join a team of brilliant, passionate innovators determined to transform healthcare. At BillionToOne, we've built a category-defining, publicly traded company on Nasdaq where transparency fuels trust, collaboration drives breakthroughs, and every contribution moves the needle on our mission to make life-changing diagnostics accessible to all. We don't just aim for incremental improvements; we build products that are 10x better than anything that exists today.

Our scientists, engineers, sales executives, and visionaries are united by an unwavering commitment to changing the standard of care in prenatal and cancer diagnostics. This is where cutting-edge science meets human compassion, and every innovation you contribute helps remove the fear of the unknown from some of life's most critical medical moments.

If you're driven by purpose, energized by innovation, and ready to help shape the future of precision medicine at scale, this is where you belong.

We are looking for a Client Services Associate I, Prenatal (Women's Health) to provide exceptional service and support to BillionToOne's customers. This role is part of a broader Client Services organization. The Client Services Associate I holds a pivotal role in the organization and will act as the face of BillionToOne for our customers including physicians, OB/GYN clinics, auxiliary staff, and patients. The ideal candidate for this role is an ambitious and intelligent individual who is highly self-motivated and patient-centric.

The Client Services Associate I is a full-time onsite position and reports to the Client Services Manager.

Working hours are MondayFriday or TuesdaySaturday, 8:00 AM to 5:00 PM PT, based on business needs.

Responsibilities:

• Engage clients through proactive outreach to obtain missing information needed to process and report test orders while delivering a personalized customer experience.
• Manage a queue of cases requiring follow-up and follow a scheduled contact cadence until resolved.
• Document all communications, follow-up attempts, and resolution details clearly in CRM and LIMS systems.
• Update customer and order information in internal systems.
• Resolve approximately 4060 cases per day while maintaining quality and accuracy.
• Respond professionally to phone, email, and web inquiries from customers, sales representatives, internal teams, and patients as needed.
• Collaborate with laboratory, data entry, sales, billing, and support teams to ensure accurate order processing and timely reporting.
• Identify recurring issues or workflow gaps and escalate trends appropriately.
• Support process improvements and cross-functional tasks as needed.

Qualifications:

• Prior client-facing experience in customer service, inside sales, call center, or a similar role.
• 4-year college degree or equivalent experience.
• Experience working in a fast-paced, high-volume environment with outbound call responsibilities.
• Excellent verbal and written communication skills.
• Strong attention to detail and accurate documentation.
• Ability to learn quickly, navigate systems, and resolve issues independently.
• Passion for providing a positive customer experience.

Nice-To-Haves:

• Experience with CRM tools such as Salesforce, Zendesk, or similar systems.
• Customer service experience in a diagnostic laboratory, healthcare, or medical office setting.
• Experience managing outbound call queues or scheduled follow-up cadences.
• Proficiency or fluency in Spanish to support a diverse client and patient base.

Benefits And Perks:

• Working alongside brilliant, kind, passionate and dedicated colleagues, in an empowering environment, toward a global vision, striving for a future in which transformative molecular diagnostics can help millions of patients
• Open, transparent culture that includes weekly Town Hall meetings
• The ability to indirectly or directly change the lives of hundreds of thousands patients
• Multiple medical benefit options; employee premiums paid 100% of select plans, dependents covered up to 80%
• Extremely generous Family Bonding Leave for eligible employees (16 weeks, paid at 100%)
• Supplemental fertility benefits coverage
• Retirement savings program including a 4% Company match
• Increase paid time off with increased tenure
• Latest and greatest hardware (laptop, lab equipment, facilities)
• Daily on-site lunches provided from top eateries
• A variety of perks on campus (state of the art gym, fully stocked kitchen with snacks, drinks, etc.)
• Free on-site EV charging (compatible with all EVs, including Tesla)

At BillionToOne, we are proud to offer a combination of (1) competitive base pay, (2) corporate bonus program, on top of (3) industry leading company benefits (free healthcare options, 401k match, very generous fully paid parental leave, etc.).

For this position, we offer a total compensation package of $66,123 per year, including a base pay of $28.90 per hour.

BillionToOne is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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BillionToOne is a next-generation molecular diagnostics company on a mission to make powerful, accurate diagnostic tests accessible to everyone. Our revolutionary QCT molecular counting technology enhances disease detection resolution by over a thousandfold using cell-free DNA, a breakthrough that has already transformed the lives of over half a million patients worldwide.

Our Impact

Unity Complete is the only non-invasive prenatal screen capable of assessing fetal risk for both common recessive conditions and aneuploidies from a single maternal blood sample. Unity Confirm enables non-invasive confirmation for high-risk screening results through the capture of intact circulating fetal cells using BillionToOne's Fetal Cell Capture Technology. Our Northstar liquid biopsy test uniquely combines treatment selection with real-time monitoring, giving oncologists unprecedented precision in cancer care.

Our Growth

From $0 to $400M+ annualized revenue run-rate in just 6 years. In 2025, we completed one of the most successful IPOs for a medical diagnostics company, building on nearly $400M in private funding, including our $130M Series D in 2024 and backed by world-class investors including Hummingbird, Adams Street Partners, Neuberger Berman, Baillie Gifford, and Premji Invest.

Our Recognition

Forbes named us one of America's Best Startup Employers for 2025 and we're Great Place to Work certified, with 100% of our people willing to go the extra mile, even as we've scaled to over 700 employees.

Our Future

Headquartered in Menlo Park with facilities in Union City, CA, and a new lab opening in Austin, TX in 2027, we're continuing to push the boundaries of what's possible in molecular diagnostics. We're just getting started.

Ready to help us change the world, one molecule at a time? Learn more at billiontoone.com