Clinical Customer Support Representative

We are seeking an AI-empowered Clinical Customer Support Specialist to lead the charge in transforming how customers engage with our diagnostic services. In this role, you will blend your deep clinical support experience with AI-enhanced workflows to deliver fast, accurate, and human-centered support across chat, email, and phone.
You will play a critical role in scaling support operations by leveraging AI tools for ticket routing, knowledge management, and response generation, ensuring every interaction is efficient and empathetic. You’ll also collaborate with internal teams to refine our support ecosystem through automation, data analytics, and continuous improvement.
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Key Responsibilities
AI-Enhanced Customer Engagement
●    Deliver real-time support using AI-assisted tools for inquiry routing, response drafting, and knowledge retrieval.

●    Handle complex clinical and technical support questions related to diagnostic testing, reporting, and interpretation.

●    Proactively identify recurring patterns in support data and surface insights to improve customer satisfaction and reduce contact volume.

Automation & Workflow Optimization
●    Use Ai platforms (e.g., gpt-integrated crm, chatbots, and automation platforms) to reduce resolution time and increase efficiency.

●    Recommend, test, and implement new AI tools to streamline documentation, ticket handling, and internal escalations.

Cross-Functional Impact
●    Collaborate with Product, Engineering, and Lab Ops to close feedback loops and ensure support accuracy.

●    Report monthly data on response time, resolution accuracy, and AI tool effectiveness to the Sr. Manager of Operations.

Data-Driven Process Improvement
●    Maintain structured documentation and continuously improve macros, templates, and playbooks using AI-generated suggestions.

●    Support knowledge base development with dynamic content that evolves based on support trends and AI input.

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Qualifications
Required:
●    5+ years of healthcare or diagnostic customer support experience, ideally in AI-enabled environments

●    Strong command of ai tools in cx (e.g., Generative ai for response writing, crm plugins, chat automation)

●    crm expertise (salesforce preferred) and fluency in productivity tools (google suite, notion, etc.)

●    Exceptional ability to explain scientific and technical information with clarity and empathy

●    High capacity for multitasking in a remote, fast-paced, tech-heavy environment

Preferred:
●    Bachelor’s degree in Biology, Biotechnology, or related scientific discipline

●    Experience working with AI chatbot tools, internal agent-assist platforms, or prompt engineering

●    Familiarity with continuous improvement frameworks and agile team environments