Technical Customer Experience Supervisor - Remote

Overview

Natera, Inc. is a global leader in cell-free DNA (cfDNA) testing, specializing in oncology, women’s health, and organ health. Headquartered in Austin, Texas, Natera is committed to revolutionizing personalized medicine through advanced genetic testing and diagnostics. With over 10 million tests processed in CAP/CLIA-certified laboratories and more than 250 peer-reviewed publications, we drive innovation that enhances patient outcomes. Our mission is to make genetic insights accessible, enabling earlier, more targeted interventions that empower clinicians and patients alike.

In Short

• Lead and mentor a team of Technical Customer Experience Specialists.
• Act as an escalation point for complex technical issues.
• Monitor and analyze team performance metrics.
• Collaborate with IT, UX, EMR support, sales, and clinical teams.
• Develop and deliver training programs and troubleshooting guides.
• Create and maintain SOPs and customer-facing documentation.
• Identify and implement process improvements and system enhancements.
• Generate and present reports on team performance and customer issues.
• Ensure rapid issue resolution for critical customer concerns.
• Drive a culture of continuous improvement within the team.

Requirements

• Bachelor’s degree.
• 3+ years of experience in technical customer support.
• 2+ years in a supervisory or team lead role in healthcare.
• Strong troubleshooting skills related to web-based applications.
• Hands-on experience with software or help desk support in healthcare.
• Customer-focused mindset with strong technical aptitude.

Benefits

• Comprehensive medical, dental, vision, life, and disability plans.
• Free testing for employees and their families.
• Fertility care benefits.
• Pregnancy and baby bonding leave.
• 401k benefits and commuter benefits.
• Generous employee referral program.