International Customer Support Representative

Company: Natera
Location: Fully remote position
Compensation Range: $23 - $26 USD per hour

Position Summary:
Natera seeks a passionate International Customer Support Representative to provide world-class service to international customers and serve as the primary point of contact for international Sales teams. You will assist healthcare professionals, laboratories, and other partners to ensure a smooth ordering and reporting process throughout the customer journey. This role requires strong communication, independent work, multitasking, critical thinking, and a willingness to quickly learn about our products and services.

Primary Responsibilities:

• Provide timely and accurate information to international customers and internal teams via phone, email, and other electronic channels.
• Manage a high volume of international customer accounts and their support needs.
• Resolve customer inquiries and issues promptly, troubleshoot root causes, and communicate resolutions clearly.
• Partner with Sales teams to follow up on missing information needed for test processing and reporting.
• Document all customer interactions, communications, actions taken, and follow-ups in CRM applications.
• Collaborate with internal teams (sales, product development, lab operations) to ensure customer needs are met.
• Coordinate with logistics and shipping teams to resolve international shipping, customs, or delivery issues.
• Provide training and educational support to internal teams and customers on test ordering processes.
• Stay updated on company products, services, and processes to offer optimal support.
• Track and report common customer issues to provide feedback for process improvements.
• Lead or support special projects as required.
• Assist in testing upgrades and development of new customer service tools.
• Stay current with Natera training requirements and assist with mentoring new employees.
• Regularly work with Protected Health Information (PHI) in paper and electronic forms.

Qualifications:

• Strong communication skills, with fluency in English and Spanish.
• Two-year degree and/or 4 years of related experience; undergraduate degree preferred.
• Previous customer service experience, ideally in healthcare, biotechnology, or diagnostics.
• Ability to work independently and as part of a global team.
• Excellent problem-solving skills and attention to detail.
• Proficient in using CRM software and customer support tools.
• Must complete HIPAA/PHI privacy, compliance, and security training within the first 30 days.

Knowledge, Skills, and Abilities:

• Strong interpersonal skills and ability to build rapport with international customers.
• Empathy, patience, and ability to de-escalate challenging interactions.
• Excellent organizational skills, ability to balance multiple needs.
• Cultural sensitivity and awareness.
• Critical thinking and problem-solving skills.
• Adaptability to a fast-paced environment.
• Proficiency in Microsoft Office applications, with excellent spelling and grammar.

Preferred Skills and Experience:

• Experience with Salesforce ServiceCloud, laboratory information management systems, customer portals, efax, secure email, and cloud-based call center functionalities.
• Data collection and maintenance.

Compensation & Total Rewards:

• Compensation Range: $23 - $26 USD per hour.
• Comprehensive health benefits (medical, dental, vision).
• 401(k) with company match.
• Generous paid time off and company holidays.
• Additional wellness and work-life benefits.

About Natera:
Natera is a global leader in cell-free DNA (cfDNA) testing across oncology, women's health, and organ health, aiming to make personalized genetic testing standard care. We offer a challenging and rewarding environment where employees work hard, grow quickly, and contribute to changing the landscape of genetic disease management.