Customer Service Manager

The Company
Belay Diagnostics is a cancer diagnostic startup founded by a team of neurosurgeons, scientists, and entrepreneurs to help those diagnosed with brain or spinal cord tumors find the right path forward. Their proprietary molecular testing technology is aimed to bridge the gap between today’s standards and a more clinically convenient future. Belay Diagnostics provides next-gen sequencing to detect aneuploidy and mutations with our cerebrospinal fluid testing platform. Improving the diagnosis of brain and spinal cord cancers can give patients the best chance for appropriate care without the need for invasive biopsies. We see our technological advances in cerebrospinal fluid assays as offering clinicians alternative diagnostic tools for use in treatment decisions. The company is growing rapidly, just having closed its series A round and ramping towards product launch. It is a small, passionate team and an exciting, fast-paced environment with many opportunities for promotion from within.

The Role
Belay Diagnostics is seeking a Customer Service Manager with solid experience in customer service, ideally within the healthcare or diagnostics sectors. This pivotal role involves not only overseeing and improving customer service but also actively participating in the strategy and design of customer service processes to align with our mission of advancing non-invasive diagnostics for brain and spinal cord tumors. The ideal candidate will be tenacious and creative, capable of solving problems efficiently, leading the service team, and implementing innovative service policies and strategies. Responsibilities include managing customer issues and analyzing service performance. We are looking for someone with a strong track record in customer service management, excellent leadership skills, and the ability to thrive in a dynamic startup environment. This position offers a unique opportunity for professional growth and a chance to significantly impact the development of cancer diagnostics.

Location:                                               Chicago, IL (Hybrid) – 3-4 days onsite
Number of Employees:                         ~25
Reports to:                                            Senior Director, Business Operations
Key Relationships:                                Lab Team, Commercial, Customers, Accounting

Major responsibilities

• Improve customer service experience, create engaged customers, and facilitate organic growth
• Take ownership of customers’ issues and follow problems through to resolution.
• Deploy strategies focused on the company mission
• Develop service procedures, policies, and standards
• Keep accurate records and document customer service actions and discussions
• Analyze statistics and compile accurate reports
• Help build, mentor, and develop the customer service team
• Keep ahead of the industry's developments and apply best practices to areas of improvement
• Control resources and utilize assets to achieve qualitative and quantitative targets
• Adhere to and manage the approved budget
• Maintain an orderly workflow according to priorities

Position requirements and experience

• BS/BA degree in Business Administration or related field
• Proven working experience as a Customer Service Manager or Assistant Manager
• Experience in a clinical laboratory or healthcare setting
• Proficiency in English
• Experience in providing customer service support
• Proficiency with Microsoft Office
• Experience with CRMS and customer service software/tools in general is a must, HubSpot is not required but is a plus
• Excellent knowledge of management methods and techniques
• Understand the importance of Quality Service and how it is measured  
• Working knowledge of customer service software, databases, and tools
• Awareness of the industry’s latest technology trends and applications
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Customer service orientation

Personal characteristics and cultural fit

• Passionate & energetic
• Collaborative
• Strong leadership skills
• Comfortable with ambiguity
• Sophisticated and professional demeanor
• Ability to think strategically as well as function in a hands-on capacity
• Problem-solver; solutions-oriented