Customer Service | Operations Associate

Job Description

Job Description

3X4 Genetics is a digital health company pioneering the application of genomics to improve human health and performance. Operating under Cipher Genetics, Inc., the company combines advanced genetic testing with nutrigenomic science and practitioner- led education to deliver personalized, data- driven health insights. Our mission at 3X4 Genetics is to bring the incredible power of genetic testing to the world. We’re a health technology company that integrates advanced genetic testing, nutrigenomics, sports science, and artificial intelligence to help people live longer, healthier, and better lives and achieve their athletic goals.

About This Role

We are seeking a Customer Service & Operations Associate to join our growing team. This role reports to the Senior Operations Lead and serves as a critical frontline resource for our customers, B2B partners, and the internal operations team. You are the person who keeps day-to-day customer and operational activity moving handling inquiries with care, resolving issues with speed, and supporting the supply chain that gets our genetic test kits into the hands of practitioners and patients.

This is a hands-on, execution-focused role in a fast-moving startup environment. The ideal candidate is someone who is organized, empathetic, proactive, and genuinely motivated by getting things right the first time. If you are someone who finds satisfaction in solving problems, supporting customers well, and contributing to a mission that matters this is your role.

Key Responsibilities

Note: Responsibilities may evolve as the company grows and business needs change.

Customer Service & B2B Partner Support

• Serve as the first point of contact for customer and B2B partner inquiries via email, phone, and support channels, responding promptly, professionally, and with genuine care.

• Handle order inquiries, shipment tracking, returns, replacements, and escalations in a timely and solution-oriented manner.

• Build and maintain positive relationships with B2B partners including healthcare practitioners, clinics, and wellness organizations.

• Identify patterns in customer or operational issues, document recurring trends clearly, and proactively escalate potential systemic problems with relevant content and supporting information to the Senior Operations Lead / Operations Manager with clear documentation.

• Ensure all customer interactions reflect the quality and integrity of the 3X4 brand.

Order Management & Fulfillment Support

• Track and monitor orders across multiple fulfillment channels; coordinate with 3PL and logistics partners (including ShipBob) to ensure accurate and timely delivery.

• Process returns, handling fees, and replacements in accordance with company policy.

• Assist with the assembly and shipment of DNA test kits as needed.

• Monitor DNA samples in transit to and at the lab; flag delays or issues to the Senior Operations Lead / Operations Manager promptly.

• Support the placement and follow-up of purchase orders with suppliers and partners.

• Maintain accurate records of all order activity in company systems.

Inventory & Supply Chain Support

• Monitor inventory levels and flag low-stock or out-of-stock situations to the Senior Operations Lead / Operations Manager proactively.

• Assist with inventory counts, reconciliations, and data entry as directed.

• Support operational readiness for new product launches or regional expansions.

• Liaise with internal teams and external vendors to ensure the supply chain operates smoothly.

Administrative & Operational Support

• Maintain up-to-date and accurate records in all operational systems; ensure data integrity across platforms.

• Support the documentation and maintenance of standard operating procedures (SOPs) for customer service and operations workflows.

• Prepare basic operational reports and summaries for the Senior Operations Lead / Operations Manager as needed.

• Assist with cross-functional projects and tasks that support overall operational efficiency.

Cross-Functional Collaboration

• Collaborate with the Tech, Marketing, and Sales teams to communicate customer feedback and operational insights.

• Work closely with the South Africa team on cross-regional operational matters via Slack and Jira, maintaining clear and proactive communication across time zones.

• Participate actively in team meetings and contribute to a culture of accountability, continuous improvement, and mission alignment.

MINIMUM REQUIREMENTS:

• 1–3 years of customer service or client-facing experience; B2B experience is a plus.

• Strong written and verbal communication skills with a natural ability to empathize and build rapport.

•Organized with the ability to manage multiple priorities simultaneously without dropping the ball.

• Proactive problem-solver who can identify and resolve issues without waiting to be told.

• Able to plan, schedule, and manage small operational projects with minimal oversight.

• Reliable, detail-oriented, and deeply accountable to quality of output.

• Comfortable working in a startup environment where priorities shift, and wearing multiple hats.
Must Have: Be coachable, dependable, and committed to delivering excellent customer service every single time.

Preferred Qualifications

• 1–3 years of experience in an operational role (logistics, fulfillment, supply chain, or e-commerce) is a strong plus.

• Tech-savvy and comfortable learning new systems quickly; experience with CRM, order management, or e-commerce platforms preferred.

• Experience in logistics, fulfillment, supply chain, inventory management, or e-commerce operations.

• Familiarity with Zendesk, ShipBob, Shopify, Keap, HubSpot, Slack, Jira, or similar platforms.

• Some college or associate degree in business, operations, healthcare, or a related field.

• Genuine interest in health, wellness, genomics, or the life sciences space.

If you think you are right for this role, please submit your CV and cover letter via the application process.

*This position is not eligible for sponsorship; therefore, all applicants must either be U.S. citizens or possess a valid green card.

Job Type : Full-time

Schedule: Monday to Friday

Work Location : In person

3X4 Genetics is a genetics-based foundational health company that combines advanced genetic testing, nutrigenomic education and a global network of accredited practitioners to help people listen to their bodies and make sound, daily choices to live longer, healthier and better lives. 3X4 Genetics is the fastest growing nutrigenomic testing company worldwide and is looking to grow their team at the new office in Miami, FL.

Company Description

3X4 Genetics is a genetics-based foundational health company that combines advanced genetic testing, nutrigenomic education and a global network of accredited practitioners to help people listen to their bodies and make sound, daily choices to live longer, healthier and better lives. 3X4 Genetics is the fastest growing nutrigenomic testing company worldwide and is looking to grow their team at the new office in Miami, FL.