Customer Support Representative

Build What Matters Most—Families, Futures, and Your Career

Luminary Genetics (NextGen Genetics) is a leading provider of advanced genetic testing services for the IVF field. With a state-of-the-art Next Generation Sequencing platform and a committed team of scientists and geneticists, we deliver unparalleled precision to give patients peace of mind about their future family's health.

Opportunity Overview

We have an immediate opening for a Customer Support Representative to join our team at Luminary Genetics in San Jose, California.

• Schedule: Monday through Friday, from 9:00 AM to 5:30 PM Pacific Time
• Compensation: $24 per hour (commensurate with experience)

This role provides the opportunity to grow within a nationally respected organization while remaining closely connected to the patients and teams you support every day.

How You’ll Contribute

Under the supervision of the Customer Support Manager, the Customer Support Representative is responsible for managing customer queries and complaints. You will also be asked to process payments, modifications, and escalate complaints across several communication channels.

In this role, the Customer Support Representative will:

• Maintain a positive, empathetic, and professional attitude toward customers at all times
• Respond promptly to customer inquiries
• Communicate with customers through various channels
• Acknowledge and resolving customer complaints
• Know our services inside and out so that you can answer questions
• Process payments, forms, applications, and requests
• Keep records of customer interactions, transactions, comments, and complaints
• Communicate and coordinate with colleagues as necessary
• Provide feedback on the efficiency of the customer service process
• Ensure customer satisfaction and provide professional customer support
• Other duties as designated by management

What You'll Bring

We’re looking for professionals who bring both technical skill and a deep sense of responsibility to the care experience—individuals who thrive in environments where excellence, empathy, and accountability matter.

Qualifications and Skills Include:

• High school diploma, general education degree, or equivalent
• Ability to stay calm when customers are stressed
• Comfortable using computers
• Experience working with customer support

What We Offer

We are proud to provide a competitive, comprehensive benefits package designed to support our team members—professionally and personally—across all employment types.

Full-Time Employees (30 hours/week)

• Medical, dental, and vision insurance
• 401(k) with company match
• Tuition assistance and professional development support
• Performance-based bonus opportunities
• Generous paid time off, paid holidays, and paid parental leave
• Life and disability benefits
• Fertility Discount Program
• Employee wellness and recognition programs

Part-Time Employees

• 401(k) with company match
• Performance-based bonus opportunities
• Employee wellness and recognition programs

Per Diem Employees

• 401(k) with company match
• Employee wellness and recognition programs

Our Commitment to Inclusion and Opportunity

We believe that a diverse workforce is essential to fulfilling our mission of expanding patient access to the highest standards of fertility care. We are committed to equitable and inclusive hiring practices that ensure our clinical and operational teams reflect and support the diverse communities and patients we serve.