Customer Support Specialist

MyOme's mission is to provide clinically actionable genetic information to patients throughout their lives. We combine clinical-grade whole genome sequencing, advanced AI methods for genome interpretation, and seamless digital tools for doctors and patients to order and access results. Our team is composed of seasoned entrepreneurs, scientists, and operators, and we're backed by top-tier investors.

Position Overview:

Do you thrive in a fast-paced, high-growth environment where your expertise shapes the future? MyOme is seeking a foundational, passionate, high-energy, and strategic-thinking Customer Support Specialist to join our team. The Customer Support Specialist will be the front line of communication for MyOme's customers—both enterprise clients and individual patients—delivering exceptional service, empathy, and expertise. You'll handle complex inquiries, ensure timely resolution, and contribute to building scalable processes as MyOme grows. This role is ideal for a self-starter who thrives in fast-paced environments, demonstrates strong leadership potential, and is excited to help shape the foundation of a customer support organization.

What You'll Do:

• Serve as the primary point of contact for MyOme customers, including clinicians and patients, providing timely and empathetic support
• Manage inbound inquiries through various channels such as email, chat, and phone
• Troubleshoot complex customer issues, coordinating with internal teams to drive resolution and improve processes
• Create and maintain internal and customer-facing documentation to support consistent, high-quality service
• Identify trends across inquiries to surface insights that inform product updates, training, and process improvements
• Contribute to building scalable support systems and workflows as the customer base grows
• Model a calm, solutions-oriented approach while helping establish a positive, proactive support culture
• Perform other duties as assigned to support departmental and company objectives
  
  

What You'll Need:

• 3 - 5 years of experience in customer support or customer success, ideally within healthcare, biotech, or SaaS environments
• Bachelor's degree in a relevant field preferred but not required
• Proficiency with HubSpot (preferred), Gmail, Slack, Confluence, and Shortcut, with the ability to learn and optimize new systems quickly
• Proven ability to manage complex, enterprise-level customer relationships with professionalism, empathy, and a solutions-oriented mindset
• Demonstrated leadership potential; you elevate and support others through mentorship, process improvement, and cross-functional collaboration, with a desire to grow into a management role as the team scales
• Naturally empathetic problem solver with a "glass-half-full" mentality; proactively identifying issues, spotting trends, and driving improvements in workflows, communication, and the overall support experience
• Exceptional written and verbal communication skills; you translate complex details into clear, actionable insights and build trust across patients, clinicians, and colleagues
• Highly organized multitasker who balances competing priorities while maintaining strong attention to detail under pressure
• Self-starter who thrives in an entrepreneurial, fast-paced environment who takes initiative, manages priorities independently, and embraces a culture of ownership and continuous learning
  
  

Location, Compensation, and Benefits:

• Location: Remote in the US. Occasional travel to support enterprise onboarding and company meetings.
• Compensation: Annual base salary range of $70,000 - $90,000 based on experience.
  
  

San Francisco Bay Area pay range

$70,000—$90,000 USD

Benefits:

• Comprehensive healthcare coverage (Health, Dental, and Vision)
• 401K
• Unlimited PTO
• Professional development opportunities
• Company-sponsored off-sites and team meals during in-person meetings
• Direct access to company leadership and the opportunity for career growth
  
  

Diversity, Inclusion, and Equal Opportunity:

MyOme values diversity in all forms. We believe that diverse perspectives drive better science and better patient outcomes. We are an Equal Opportunity Employer committed to creating an inclusive workplace that empowers every individual.

Why Work at MyOme?

Join us if you:

• Want to make an impact at the intersection of healthcare and technology, changing the way people engage with their health at the genetic level
• Enjoy rolling up your sleeves, taking initiative, and being empowered to lead
• Value humility, transparency, and collaborative problem-solving
• Thrive in fast-moving, dynamic environments with smart, driven teammates
• Appreciate competitive compensation, meaningful equity, and excellent benefits
  
  

Learn More: myome.com