CustomerCareSpecialistLead

At Veracyte, we offer exciting career opportunities for those interested in joining a pioneering team that is committed to transforming cancer care for patients across the globe. Working at Veracyte enables our employees to not only make a meaningful impact on the lives of patients, but to also learn and grow within a purpose driven environment. This is what we call the Veracyte way – it’s about how we work together, guided by our values, to give clinicians the insights they need to help patients make life-changing decisions. Our Values: We Seek A Better Way: We pursue bold ideas, embrace complexity, and keep pushing forward. We Make It Happen: We act with urgency, deliver with excellence, and always find a way. We Are Stronger Together: We engage with empathy, align around what's best for Veracyte, and celebrate as one team. We Care Deeply: We show up with integrity, kindness, and respect for one another. The Position: As a Customer Care Specialist (CCS) Lead, you will play a pivotal role in supporting the Customer Care Department. Your primary responsibility will be to assist in overseeing employees and optimizing daily production operations within the department. In addition to managing and monitoring orders, you will handle a lower volume of cases as part of your daily responsibilities. You will also collaborate with various teams and departments to resolve key issues and enhance internal processes, ultimately improving the overall customer experience. Responsibilities: Order Management Support: Oversee and assist the CCS team in managing and monitoring orders and cases from submission to completion, ensuring timely resolutions and clear communication with customers. Issue Resolution: Act as a primary resource for the team regarding technical questions or issues, escalating to senior leadership when necessary, and leading investigations to effectively resolve unusual or anomalous observations. Performance Monitoring: Regularly monitor employee and team performan