Supervisor, Technical Customer Support

Company: Tbwa Chiat/Day Inc
Location: San Carlos
Posted on: March 24, 2025

Job Description:

Natera, Inc. is a global leader in cell-free DNA (cfDNA) testing, specializing in oncology, women's health, and organ health. Headquartered in Austin, Texas, Natera is committed to revolutionizing personalized medicine through advanced genetic testing and diagnostics. With over 10 million tests processed in CAP/CLIA-certified laboratories and more than 250 peer-reviewed publications, we drive innovation that enhances patient outcomes. Our mission is to make genetic insights accessible, enabling earlier, more targeted interventions that empower clinicians and patients alike.Position SummaryWe are seeking a Technical Customer Experience Supervisor to lead and develop a team of Technical Customer Experience Specialists responsible for resolving tier 1 and tier 2 technical issues related to Natera's customer-facing systems and applications. This role will collaborate cross-functionally with IT, UX, EMR support, sales, and clinical teams to optimize system performance, enhance user experience, and implement process improvements. The ideal candidate has a customer-first mindset, technical expertise, and leadership experience in a healthcare technology environment.Key Responsibilities

• Lead and mentor a team of Technical Customer Experience Specialists, providing guidance, training, and performance management.
• Act as an escalation point for complex tier 1 and tier 2 technical issues related to Natera's platforms, including Electronic Medical Records (EMR), customer portals, and other applications.
• Monitor and analyze team performance metrics, ensuring service levels and response times align with company standards.
• Collaborate cross-functionally with IT, UX, EMR support, sales, and clinical teams to address technical challenges and optimize system functionality.
• Develop and deliver training programs, best practices, and troubleshooting guides for both internal team members and customers.
• Create, maintain, and enforce SOPs while also developing customer-facing documentation to enhance user self-sufficiency.
• Identify and implement process improvements, automation, and system enhancements to boost efficiency and service quality.
• Generate and present reports on team performance, customer issue trends, and user feedback to key stakeholders.
• Ensure rapid issue resolution by escalating critical customer concerns appropriately and with urgency.
• Drive a culture of continuous improvement, fostering collaboration, accountability, and technical excellence within the team.
• Perform other duties as assigned to support the evolving needs of the department.QualificationsRequired:
• 3+ years of experience in technical customer support.
• 2+ years in a supervisory or team lead role within technical or customer support functions, preferably in healthcare.
• Strong troubleshooting skills related to web-based applications.
• Hands-on experience with software or help desk support in healthcare settings.
• Customer-focused mindset with strong technical aptitude and attention to detail.Preferred:
• Bachelor's degree in IT, Computer Science, or a related field.
• Experience in healthcare, clinical laboratory administration, or EMR support.
• Familiarity with relational databases, software development cycles, and troubleshooting methodologies.
• Proficiency in customer support tools, including Salesforce/Service Cloud, chatbot/live chat applications, Confluence, JIRA, Slack, and Twilio.
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Keywords: Tbwa Chiat/Day Inc, San Francisco , Supervisor, Technical Customer Support, IT / Software / Systems , San Carlos, California