What are the responsibilities and job description for the Client Services Manager position at Gene by Gene and Careers?
OUR PURPOSE
Our mission is to build a healthier and more connected world with precision health and genealogy services.
We empower individuals with actionable insights into their genetic makeup, fostering a deeper understanding of their ancestry, health, and wellness. By integrating the experience of Gene by Gene Laboratory Services, FamilyTreeDNA genealogy, and myDNA reporting services, we strive to deliver cutting-edge genetic testing and personalized solutions that inspire informed decisions and enhance quality of life. Our team is dedicated to advancing the field of genomics through innovation, research, and a commitment to excellence.
OUR VALUES
All employees are expected to demonstrate our values of Innovate, One Team, and Integrity when carrying out the accountabilities and responsibilities of their role.
This how we show up every day for ourselves, our colleagues and our customers and strategic partners to deliver our vision and strategic goals.
POSITION OVERVIEW
The Customer Service Manager is a key role responsible for overseeing and optimizing our customer support operations specifically tailored for our business clients. This role will ensure an exceptional experience for every client by leading, developing and empowering a team of customer service representatives to provide exceptional, empathetic and efficient service. The Customer Service Manager will provide strategic direction to the department and will serve as the escalation point for high-priority client issues. This is a role designed for an experienced and customer-obsessed individual who is passionate about building high-performing teams, improving the customer journey, and partnering cross-functionally to drive customer satisfaction and retention.
SKILLS & KNOWLEDGE
- Proven ability to manage escalations and drive cross-functional issue resolution.
- Strong leadership and coaching skills.
- Excellent communication, conflict resolution, and organizational abilities.
- Proficient in CRM tools and customer service platforms.
EXPERIENCE
- 5 years in a customer service or client-facing role, with at least 2 years in a supervisory or managerial capacity.
- Experience in a B2B, laboratory, or life sciences environment strongly preferred.
- Proven ability to manage escalations and drive cross-functional issue resolution.
- Strong leadership and coaching skills.
- Excellent communication, conflict resolution, and organizational abilities.
- Proficient in CRM tools and customer service platforms.
EDUCATION & LICENSES
- Bachelor’s degree, preferably in a scientific discipline or related field.