Position Summary
The Manager- Customer Support Caris Detect is responsible for leading the customer support function for Caris' multi-cancer early detection (MCED) offering and delivering an exceptional experience for patients, healthcare providers, and strategic partners. This role will oversee day-to-day Customer Support operations, team performance, case management, service levels, and escalation processes across multiple Caris Detect ordering channels. The Manager will work closely with Clinical Care, Operations, Laboratory, Billing, Commercial, IT/Product, and external partners to ensure customers receive timely, accurate, and coordinated support throughout the testing journey. As Caris Detect grows, this individual will play a key role in building scalable processes, developing the Customer Support team, identifying opportunities for automation and self-service, and ensuring the customer experience remains consistent across channels and increasing test volumes.

Job Responsibilities
Customer Support Operations & Leadership

• Lead day-to-day operations of the Caris Detect Customer Support team, ensuring timely, professional, and customer-focused service.
• Manage, coach, and develop Customer Support Specialists, including onboarding, training, performance management, and ongoing professional development.
• Establish and monitor service standards, workflows, staffing coverage, and escalation procedures.
• Oversee support across multiple customer channels, including individual patients, healthcare providers, health systems, consumer health platforms, member-care networks, and other strategic partners.
• Serve as an escalation point for complex customer, provider, operational, and partner issues.
• Ensure appropriate documentation and case ownership within CRM and case-management systems.

Customer Experience & Case Management

• Maintain a consistent, high-quality customer experience throughout the Caris Detect journey, including ordering, kit fulfillment, blood-draw coordination, specimen processing, result access, billing, and other non-clinical support needs.
• Develop processes that promote clear case ownership and seamless handoffs between Customer Support, Clinical Care, Operations, Laboratory, Billing, Commercial, and other teams.
• Monitor customer feedback, complaints, recurring issues, and service trends and lead initiatives to address root causes.
• Partner with Clinical Care to ensure clinical questions and result-related inquiries are appropriately identified and escalated.

Performance, Growth & Scalability

• Develop and monitor key performance indicators, including contact volume, response time, resolution time, abandonment rate, open-case aging, escalation rates, customer satisfaction, and contact drivers.
• Identify opportunities to improve efficiency through workflow redesign, automation, customer self-service, and technology.
• Develop scalable processes that support increasing test volume while maintaining a high-touch, white-glove customer experience.
• Provide leadership with regular reporting on customer support performance, capacity, trends, risks, and resource needs.

Systems & Platform Support

• Oversee support for Caris Detect and partner ordering/reporting platforms, including account access, portal navigation, report retrieval, and related customer-facing systems.
• Partner with IT, Product, and Operations to identify recurring technical issues and prioritize improvements affecting the customer experience.
• Participate in the design, testing, and implementation of new Customer Support tools, workflows, CRM capabilities, and platform enhancements.

Cross-Functional & Partner Collaboration

• Partner closely with Clinical Care, Operations, Laboratory, Billing, Commercial, IT/Product, and other internal stakeholders to ensure coordinated resolution of customer issues.
• Support onboarding and operational integration of new commercial channels and external partners.
• Establish clear support models, communication pathways, and escalation procedures for partner organizations.
• Represent the voice of the customer in cross-functional discussions and provide actionable feedback to improve products, processes, and services.

Compliance & Quality

• Ensure Customer Support activities comply with HIPAA, company privacy and security policies, SOPs, quality standards, and applicable regulatory requirements.
• Develop and maintain Customer Support SOPs, work instructions, training materials, and documentation.
• Support quality reviews, audits, corrective actions, and continuous improvement initiatives.

Required Qualifications

• Bachelor's degree or equivalent combination of education and relevant experience.
• 5+ years of customer support, customer experience, healthcare operations, diagnostics, biotechnology, or related experience, including 2+ years of leadership or supervisory experience.
• Demonstrated experience leading customer-facing operations in a growing or high-volume environment.
• Strong people leadership, coaching, problem-solving, and operational management skills.
• Experience with CRM and case-management systems; Salesforce or similar platforms preferred.
• Strong verbal and written communication skills with the ability to interact effectively with patients, healthcare providers, business partners, and senior leadership.
• Demonstrated ability to analyze operational data, identify trends, and translate findings into process improvements.
• Ability to manage multiple priorities and cross-functional initiatives in a rapidly evolving environment.
• Proficient in Microsoft Office Suite, specifically Word, Excel, Outlook, and general working knowledge of Internet for business use.

Preferred Qualifications

• Experience building or scaling a customer support organization or service model.
• Experience supporting multiple commercial channels, enterprise healthcare customers, or strategic partners.
• Knowledge of HIPAA, PHI requirements, and healthcare compliance.
• Technical aptitude with healthcare IT systems, patient/provider portals, and system integrations.

Physical Demands

• Must possess ability to sit and/or stand for long periods of time.
• Must possess ability to perform repetitive motion.
• Ability to lift to 30 pounds

Training

• Complete all job-specific, safety, privacy, quality, and compliance training required for the position.

Other

• Periodic travel and occasional evening, weekend, or holiday coverage may be required based on business needs.
• Potential for a hybrid work schedule for employees who meet applicable eligibility requirements.

Conditions of Employment: Individual must successfully complete pre-employment process, which includes criminal background check, drug screening, credit check ( applicable for certain positions) and reference verification.

This job description reflects management's assignment of essential functions. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.