Customer Operations and Support Manager

2 weeks ago

Seattle, Washington, United States 3X4 Genetics Full time

About 3X4 Genetics

At 3X4, we simplify complexity and provide profound insights into an individual's genetic makeup. This personalized understanding empowers individuals to make informed health decisions for optimal well-being. Originating from South Africa, we aim to establish ourselves as a globally recognized brand. Expect a dynamic environment filled with challenges and, ultimately, remarkable achievements alongside dedicated colleagues.

Since our U.S. launch, 3X4 Genetics has been actively building a community of exceptional practitioners. We are more than just a genetic testing company; we are a hub for health practitioners seeking cutting-edge knowledge in Nutrigenetics.

We invite like-minded individuals to explore exciting opportunities within our team.

Our fast-paced start-up culture requires a committed team player who is both autonomous and decisive. We seek someone with a proactive mindset who will contribute to our team's momentum. Our focus is on applying knowledge and skills to enhance the quality of our customers' lives.

Position Overview

The Customer Operations and Support Manager role is a multifaceted position encompassing a wide range of responsibilities, from daily order management and customer service to spearheading essential scaling initiatives. You will collaborate with our teams across various locations, gaining a comprehensive understanding of the role and identifying opportunities for automation and efficiency.

Key Responsibilities

  • Develop resources and systems for scalable customer support and operational processes, including internal standard operating procedures and customer-facing policies.
  • Assess, document, and address customer needs through phone and email communications, ensuring all service requirements are met.
  • Monitor and manage lab processing, ensuring timely return of all sample data.
  • Oversee inventory management and procurement processes.
  • Collaborate with the Operations Associate to ensure smooth daily operations while identifying scaling risks and areas for enhancement.
  • Lead multiple operational improvement projects, such as:
    • Enhancing shipping processes to ensure daily customer order fulfillment while meeting business service level agreements.
    • Automating and streamlining sample preparation for lab shipments.
    • Creating a reliable inventory management methodology that incorporates sales forecasts and order lead times, in partnership with finance and sales teams.
    • Identifying additional opportunities for automation and improvement, leveraging fresh perspectives and innovative ideas.

Required Qualifications

  • 1-2 years of direct customer service experience (both phone and email).
  • 2+ years in an operational role, engaging in cross-functional projects.
  • Proven track record of proactive problem-solving.
  • Willingness to manage daily manual tasks with enthusiasm for automation and improvement.

Preferred Experience (not mandatory)

  • Experience with customer support platforms.
  • Background in start-up environments.
  • Experience in inventory management and sales forecasting.
  • Interest or experience in supply chain or third-party logistics.

This position offers a hybrid work model, requiring initial in-office training followed by part-time remote work opportunities.

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