Supervisor - Customer Support
Caris Life Sciences
June 26, 2026
On-site
Phoenix, AZ
Operations
Position Summary
Customer Support Supervisor responsible for hiring team members, managing performance, and ensuring daily and monthly service expectations are met. Provides direction on policies, procedures, workflows, customer service quality, and training needs. Monitors customer service standards and assists the Customer Support Manager with daily operations.
Job Responsibilities
- Supervise day-to-day activities of Customer Support Representatives (inbound correspondence and test requisitions, phone calls, specimen ordering, and patient case discrepancies).
- Meet department deliverables and goals.
- Meet applicable regulatory requirements.
- Ensure client, patient, field staff, and laboratory needs are addressed by prioritizing work.
- Ensure service quality by monitoring performance, identifying issues, and implementing corrective actions.
- Hire and train team members.
- Investigate and resolve escalated/complex customer issues; identify satisfaction/dissatisfaction areas.
- Monitor productivity and performance trends; provide regular feedback; use a balanced scorecard (efficiency and quality) for accountability.
- Collaborate with management on performance/behavior challenges.
- Manage schedule adherence and support coverage using daily management reports/tools.
- Provide ongoing training, coaching, mentoring, and career development; handle disciplinary/development plans.
- Conduct audits and recommend/train/counsel to improve results.
- Support quality process; assess training needs; coach for continuous improvement.
- Support new technologies to improve efficiencies.
- Conduct regular team meetings and communicate updates.
- Manage correspondence, escalated issues, and requirements/regulations.
- Problem-solve collaboratively and work cross-functionally.
- Maintain high confidentiality.
- Provide consistent leadership, translate vision into measurable goals, and model a professional environment.
- Take ownership for personal growth and leadership development.
- Perform other duties as assigned.
Required Qualifications
- High school degree or equivalent.
- Minimum one year with Caris.
- Three to five years of experience in a supervisory/client services role.
Preferred Qualifications
- Bachelor’s preferred.
Other
- Job-specific, safety, and compliance training assigned based on job functions.
- Periodic travel; some evenings, weekends, and/or holidays.
Required Training
- Job-specific, safety, and compliance training assigned based on job functions.
Customer Support Supervisor responsible for hiring team members, managing performance, and ensuring daily and monthly service expectations are met. Provides direction on policies, procedures, workflows, customer service quality, and training needs. Monitors customer service standards and assists the Customer Support Manager with daily operations.
Job Responsibilities
- Supervise day-to-day activities of Customer Support Representatives (inbound correspondence and test requisitions, phone calls, specimen ordering, and patient case discrepancies).
- Meet department deliverables and goals.
- Meet applicable regulatory requirements.
- Ensure client, patient, field staff, and laboratory needs are addressed by prioritizing work.
- Ensure service quality by monitoring performance, identifying issues, and implementing corrective actions.
- Hire and train team members.
- Investigate and resolve escalated/complex customer issues; identify satisfaction/dissatisfaction areas.
- Monitor productivity and performance trends; provide regular feedback; use a balanced scorecard (efficiency and quality) for accountability.
- Collaborate with management on performance/behavior challenges.
- Manage schedule adherence and support coverage using daily management reports/tools.
- Provide ongoing training, coaching, mentoring, and career development; handle disciplinary/development plans.
- Conduct audits and recommend/train/counsel to improve results.
- Support quality process; assess training needs; coach for continuous improvement.
- Support new technologies to improve efficiencies.
- Conduct regular team meetings and communicate updates.
- Manage correspondence, escalated issues, and requirements/regulations.
- Problem-solve collaboratively and work cross-functionally.
- Maintain high confidentiality.
- Provide consistent leadership, translate vision into measurable goals, and model a professional environment.
- Take ownership for personal growth and leadership development.
- Perform other duties as assigned.
Required Qualifications
- High school degree or equivalent.
- Minimum one year with Caris.
- Three to five years of experience in a supervisory/client services role.
Preferred Qualifications
- Bachelor’s preferred.
Other
- Job-specific, safety, and compliance training assigned based on job functions.
- Periodic travel; some evenings, weekends, and/or holidays.
Required Training
- Job-specific, safety, and compliance training assigned based on job functions.