CareDx, Inc. · 15 hours ago
Supervisor, Customer Service
Brisbane, CA
Full-time
Hybrid
Mid, Senior Level
$86K/yr - $108K/yr
4+ years expCareDx, Inc. is a leading precision medicine solutions company focused on transplant patients and caregivers. The Customer Service Supervisor provides leadership to the Customer Service Liaison team while managing frontline work, ensuring accurate test orders, timely issue resolution, and high-quality service for customers.
BiotechnologyHealth CareHealth DiagnosticsInformation Technology
Responsibilities
Lead daily operations for Customer Service Liaisons; assign work, balance queues, and monitor service levels and turnaround time (TAT)
Coach, mentor, and develop team members; provide feedback, 1:1s, and support career growth
Manage schedules and coverage (including after-hours/holiday rotations if applicable); approve time off and ensure adequate staffing
Track performance metrics and trends; prepare weekly/monthly insights and partner with laboratory leadership to implement long-term solutions
Triage internal and external requests to appropriate personnel and facilitate cross-functional collaboration
Ensure compliance with HIPAA, CLIA, FDA and internal SOPs; promote a culture of quality and continuous improvement
Contact external medical centers, clinics, and labs to confirm orders for patient tests are complete and accurate
Handle and resolve common requests, including supply order entry, results and reporting, and technical support questions
Conduct phone follow-up with customers to clarify test requisition information and coordinate with laboratory teams to resolve issues
Work with Client Services and laboratory leadership to align TAT goals and reduce holds
Update and maintain the database of customer accounts to reflect changes and role-related activities
Qualification
Required
4–6 years of experience in laboratory or clinical diagnostics operations, including 2+ years in customer service
Demonstrated proficiency with reporting and data analytics tools such as Excel and Salesforce.com
Strong communication, critical thinking, and conflict resolution skills; comfortable operating in fast-paced, regulated environments
High School Diploma required
May require to work during CareDx holiday
Travel Requirement of 5-10%
Minimum requirement to be onsite for 2 days per week
Preferred
Prior lead or supervisor experience preferred
Bachelor's Degree preferred
Benefits
Competitive base salary and incentive compensation
Health and welfare benefits, including a gym reimbursement program
401(k) savings plan match
Employee Stock Purchase Plan
Pre-tax commuter benefits
Living Donor Employee Recovery Policy that allows up to 30 days of paid leave annually to a full-time employee who makes the selfless act of donating an organ or bone marrow
Company
CareDx, Inc.
CareDx, Inc., headquartered in South San Francisco, is a precision medicine company focused on the discovery, development, and commercialization of clinically differentiated, high-value healthcare solutions for transplant patients and caregivers.
501-1000 employees
H1B Sponsorship
CareDx, Inc. 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 (16)
2024 (8)
2023 (4)
2022 (22)
2021 (21)
2020 (9)
Funding
Current Stage
Public CompanyTotal Funding
$574.89MKey Investors
Bristol-Myers SquibbSprout Group
2021-01-21Post Ipo Equity· $164M
2020-06-09Post Ipo Equity· $117.1M
2018-11-13Post Ipo Equity· $52.8M
Leadership Team
John Hanna
President and CEO
Nathan Smith
Chief Financial Officer
Recent News
2026-01-16
2026-01-14
Company data provided by crunchbase