USD per year
Customer Support Specialist
Location and Work Info
- Location: US / Remote (US)
- Employment type: Full-time
- Experience level: 1+ years
- Visa: US citizen/visa only
- Salary: $1 (listed, likely placeholder; no explicit salary info or clues for salary estimation provided)
Job Description
About the role
We’re hiring a Customer Support Specialist to help deliver an excellent experience for our customers and their patients. This is a hands-on, cross-functional role for someone who enjoys solving problems, supporting customers, learning software quickly, and working closely with product and engineering teams to improve how things work. It’s a great fit for someone with experience in genetics or clinical research, such as a genetic counselor, genetic counseling assistant, or research coordinator, who is excited to work at the intersection of genomics, operations, and technology.
How You’ll Contribute
- Be the front line for customer support - Respond to customer questions, troubleshoot issues, and help ensure customers have a smooth and positive experience using the Nest platform.
- Create structure and repeatable processes - Build and improve workflows for handling support requests, tracking follow-up, documenting recurring issues, and making sure nothing falls through the cracks.
- Help build scalable support systems - Identify patterns in customer questions and internal work, create templates and documentation, and help build a more efficient and consistent support function as we grow. Use AI tools to streamline support operations, improve documentation, surface insights, and increase team efficiency over time.
- Work closely with product & engineering - Triage bugs, document issues clearly, test fixes, and help translate customer feedback into actionable product improvements.
- Be hands-on on the platform. Review cases, investigate support tickets, validate workflows, and help with configuration, content updates, and quality checks as needed.
- Build strong customer relationships. Join customer calls, communicate clearly and professionally, and become a trusted point of contact for questions, follow-up, and issue resolution.
Our Ideal Candidate Will Have
- Background: Experience in genetics, genomics, or clinical research (e.g., genetic counselor (GC), genetic counseling assistant (GCA), research coordinator).
- Customer-facing experience: Comfortable communicating directly with customers in a clear, professional, empathetic way.
- Strong organizational skills: Highly organized, detail-oriented; excellent at tracking moving pieces and prioritizing follow-up.
- Process mindset: Enjoys building repeatable workflows/systems; creating documentation that helps scale.
- Experience with AI tools: Comfortable using AI tools practically to improve support workflows and documentation.
- Tech comfort: Tech savvy; able to troubleshoot issues; eager to learn new software quickly; work closely with technical teams.
- Problem-solving mindset: Resourceful; practical; able to manage issues from start to finish with good judgment.
- Strong communicator: Clear concise writing/communication skills for internal teams & external customers.
- Cross-functional collaboration: Excited to work closely with product, engineering & clinical teams in fast-moving startup environment.
- Startup mindset: Proactive; adaptable; willing to jump in where needed.
Nice to Have
- Experience in genetic counseling/testing workflows or clinical genetics programs.
- Familiarity with EMRs (Electronic Medical Records) and healthcare workflows.
- Experience supporting software products or working in SaaS environment.
About Nest Genomics
Nest is building a platform for providers and patients to make genetic information part of everyday health. The team has experience building/scaling multiple successful software businesses in genomics. They are 2nd time YC founders at pre-seed/seed stage.
Extracted Skills Mentioned
- Genetics / Genomics knowledge
- Clinical research experience
- Genetic counseling / Genetic counseling assistant roles
- Research coordination
- Customer support / Customer-facing communication skills
- Organizational skills
- Workflow/process creation & improvement
- Documentation skills
- Use of AI tools for workflow/documentation improvement
- Technical troubleshooting skills
- Software learning agility
- Problem-solving skills
- Clear written & verbal communication skills
- Cross-functional collaboration (product/engineering/clinical teams)
- Familiarity with EMRs (nice to have)
- SaaS environment experience (nice to have)
Nest is the only AI-native genomics platform for identifying, testing, and managing patients at scale. Precision medicine begins with Nest. Nest is built to fit genetic services workflows, automating end-to-end care delivery or providing selective capabilities. The platform is lab-agnostic with one-click integrated ordering from any lab of choice. Provides program analytics and insights to measure performance, optimize workflows, and track outcomes. Supports patient identification, tailored education, smart ordering, clinical decision support, and genome-informed care. Integrates with major EHRs using SMART on FHIR + FHIR APIs and supports HL7 / flat file / API data exchange. Offers identity & access management with SSO options and role-based permissions. Results ingestion includes structured and document results plus longitudinal updates. Supports flexible lab configurations and customizable test menus by program, clinic, or specialty. Enables scaling of genomic programs without re-platforming.
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