Senior Customer Service Representative, BillionToOne
$78-83.2k
Total compensation package up to $99,805 per year. Offers equity options offering and corporate bonus program
Office located in Union City, CA
Precision diagnostics for disease detection
Be an early applicant
Precision diagnostics for disease detection
201-500 employees
Be an early applicant
$78-83.2k
Total compensation package up to $99,805 per year. Offers equity options offering and corporate bonus program
Office located in Union City, CA
201-500 employees
Company mission
To make molecular diagnostics more accurate, efficient, and accessible.
Role
Who you are
- 2+ years of prior client-facing experience (diagnostic laboratory setting is a plus)
- 1+ years of team leadership or supervisory experience
- 4-year college degree (or equivalent in experience)
- Experience with CRM tools (Salesforce, Zendesk, etc.) is a plus
- Advanced organizational skills with the ability to handle multiple assignments
- Ability to work in a very fast-paced, demanding environment
- Outstanding verbal, written, and presentation skills - ability to effectively tailor messages to different audiences
- Passion for creating a delightful experience for internal and external customers
- Ability to analyze complex situations independently and implement appropriate solutions
- Bilingual/Fluency in Spanish (preferred)
What the job involves
- Working hours are Monday-Friday, 8:30 AM to 5:00 PM PT
- We are looking for a Senior Customer Service Representative to provide exceptional service and support to BillionToOne's customers
- This position holds a pivotal role in the organization and will act as the face of BillionToOne for our customers, including physicians, OB/GYN clinics, auxiliary staff, and patients.
- The ideal candidate for this role is an ambitious and intelligent individual who is highly self-motivated and who can effortlessly help drive and influence a positive patient and customer experience.
- TheSenior Customer Service Representative is an onsite position, located in our brand new, state-of-the-art, 90,000 square foot facility in Union City, CA
- Act as the subject matter expert on all BillionToOne prenatal products, services, processes, and systems; provide guidance to both internal teams and external customers
- Lead and mentor a team of Customer Service Representatives; provide training, real-time support, and ongoing performance feedback
- Manage and resolve complex or escalated inquiries from physicians, patients, and internal stakeholders with professionalism and confidence
- Analyze customer interactions and team performance to identify trends, improve workflows, and inform strategic decisions
- Partner cross-functionally with lab operations, commercial, and product teams to ensure client feedback informs broader organizational improvements
- Maintain high standards of documentation and data accuracy in CRM (Salesforce/Zendesk) and LIMS systems
- Take ownership of VIP accounts and high-priority client relationships to ensure white-glove service
- Represent the Client Services team in cross-departmental meetings and help implement best practices across the organization
- Drive initiatives to enhance customer experience, internal tools, and service delivery
- Serve as a cultural ambassador, embodying BillionToOne's values and helping shape a world-class Client Services organization
Our take
BillionToOne is a precision diagnostics company. Its proprietary molecular counting platform (Quantitative Counting Templates) accurately counts DNA molecules at the single-count level, which has the ability to significantly improve disease detection. While initially focused on prenatal screening and oncological liquid biopsies, the company’s QTC technology is highly scalable and has the ability to make vast improvements to a range of disease detection verticals.
The company’s funding efforts will enable it to focus on further development and commercialization of its noninvasive prenatal screening test and oncology products. However, it will need to maintain a strategic outlook, prioritizing areas with higher testing frequencies in order to provide maximum patient benefit, while balancing test development costs.
BillionToOne has an important role to play in improving healthcare equity. As more promising peer-reviewed research studies are conducted and providers have increased confidence in the company’s tests, BillionToOne has significant growth potential.
Freddie
Company Specialist at Welcome to the Jungle
Insights
32% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Dec 2022
$5m
SERIES B
Mar 2022
$21m
SERIES B
Total funding: $43.3m
Company benefits
- Suite of benefit plans
- Paid Medical, Pregnancy, Parental and Family Leaves
- Retirement savings program with Company contribution
- Generous equity package
- Free daily on-site lunches provided from top eateries
- Latest and greatest hardware (laptop, lab equipment, facilities)
- Free on-site EV charging (compatible with all EVs, including Tesla!)
- Working with a team of ‘rockstars’ who bring out the best in everyone
- The ability to indirectly or directly change the lives of hundreds of thousand patients
- Open, transparent culture that includes weekly Town Hall meetings
Company HQ
Menlo Park, CA
Leadership
Oguzhan Atay, PhD
(CEO)Former Graduate Fellow at Stanford University (Department of Biology). They also spent time as a Researcher at the University of Oxford.
David Tsao
(CTO)Former Technical Staff Member at Groupon and Software Engineer at Adku. They also worked as an Engineering Intern at Northrop Grumman Aerospace Systems.
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