GRAIL · 2 hours ago
Manager, Customer Service (Call Center)#4494
Menlo Park, CA
Full-time
Hybrid
Mid, Senior Level
$93K/yr - $123K/yr
5+ years expGRAIL is a healthcare company pioneering new technologies to advance early cancer detection. The Customer Service Call Center Manager leads daily operations of the inbound contact center, managing a team of representatives to ensure exceptional service delivery and operational efficiency.
BiotechnologyHealth CareHealth DiagnosticsMedicalMedical Device
Responsibilities
Supervise the day-to-day activities of the customer service team, ensuring consistent and timely response to customer inquiries and escalations
Assign and monitor workloads, balancing resources to meet service level agreements (SLAs) and departmental goals
Provide coaching, mentoring, and performance feedback to team members, supporting their professional growth and development
Handle escalated customer issues that require supervisory intervention, ensuring resolution with professionalism and efficiency
Monitor service quality and productivity through reports, call monitoring, and case audits; implement corrective actions where needed
Support onboarding and training of new team members to ensure consistent understanding of policies, procedures, and systems
Collaborate with cross-functional teams (e.g., Sales, Operations, Technical Support, Finance) to resolve customer issues and improve service delivery
Identify opportunities to enhance processes, policies, or tools to improve efficiency and customer satisfaction
Contribute to the development and achievement of departmental objectives and metrics
These responsibilities summarize the role’s primary responsibilities and are not an exhaustive list. They may change at the company’s discretion
Qualification
Required
Bachelor's degree in Business, Communications, or a related field; or equivalent combination of education and experience
5+ years of relevant customer service with a call center experience, with at least 1+ years in a team lead, senior coordinator, or supervisory capacity
Preferred
Strong leadership and team management skills, with the ability to motivate, coach, and develop staff
Excellent interpersonal and communication skills to manage both customer interactions and team collaboration
Solid problem-solving and decision-making skills for resolving complex issues
Proficiency with customer service systems, CRM platforms, and office productivity tools
Strong organizational skills, with the ability to prioritize and manage multiple responsibilities
Analytical skills to review performance data, identify trends, and implement improvements
Ability to work effectively in a fast-paced, customer-focused environment
Demonstrated level of knowledge regarding applicable regulatory standards commensurate with the position's complexity and scope, contributing to organizational regulatory compliance. Minimal applicable standards for this position include: Clinical laboratory regulations (e.g. CAP, CLIA, NYSDOH, ISO 15189) Protected health information (e.g. HIPAA, GDPR)
Benefits
Flexible time-off or vacation
A 401(k) retirement plan with employer match
Medical, dental, and vision coverage
Carefully selected mindfulness programs
Company
GRAIL
Grail is a healthcare company that develops pan-cancer screening tests designed to detect cancers at an early stage.
1001-5000 employees
H1B Sponsorship
GRAIL has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (21)
2024 (26)
2023 (23)
2022 (46)
2021 (25)
2020 (9)
Funding
Current Stage
Public CompanyTotal Funding
$2.44BKey Investors
ARCH Venture PartnersIllumina
2025-10-20Post Ipo Equity· $325M
2025-10-16Post Ipo Equity· $110M
2024-06-13IPO
Leadership Team
Satnam Alag
Senior Vice President Software Engineering and Chief Security Officer
Joshua J. Ofman
President
Recent News
The Motley Fool
2026-01-23
2026-01-16
2026-01-14
Company data provided by crunchbase