Job Overview
Location
Durham, NC
Job Type
Full-time
Category
Software Engineering
Date Posted
June 16, 2026
Full Job Description
đź“‹ Description
- • Provide expert-level administrative and operational support within the inbound customer service function at GRAIL, Inc., handling complex service requests with high accuracy and efficiency.
- • Act as a senior resource for the customer service team by resolving escalated issues, applying extensive procedural knowledge, and ensuring consistent delivery of high-quality customer service.
- • Coordinate and manage intricate service workflows, ensuring timely resolution of customer inquiries related to early cancer detection testing and associated healthcare services.
- • Support the implementation and rollout of new customer service processes, contributing to process improvements that enhance accuracy, reduce turnaround time, and increase customer satisfaction.
- • Assist with training new customer service representatives by sharing institutional knowledge, documenting best practices, and providing hands-on guidance on established protocols and systems.
- • Maintain strict compliance with healthcare regulations and company policies while handling sensitive patient information and confidential medical data.
- • Collaborate cross-functionally with internal teams including clinical, logistics, and data departments to resolve service-related bottlenecks and improve end-to-end customer experience.
- • Monitor service metrics and performance indicators to identify trends, recommend operational adjustments, and support continuous improvement initiatives within the customer service department.
- • Serve as a point of escalation for challenging customer interactions, applying empathy, problem-solving skills, and procedural expertise to de-escalate situations and achieve positive outcomes.
- • Contribute to the development and refinement of standard operating procedures (SOPs), knowledge base articles, and internal documentation to ensure team-wide consistency and compliance.
- • Adhere to GRAIL’s mission of detecting cancer early by ensuring all customer interactions reflect the company’s commitment to innovation, safety, and patient-centered care.
- • Work in a hybrid environment based at the Durham, North Carolina office, with a minimum requirement of 60% (24 hours) of the work week spent on-site; specific schedule determined in collaboration with manager to align with team and business needs.
- • Support internal employees applying for the role regardless of their current location, with priority given to those who can meet the on-site attendance requirement.
🎯 Requirements
- • Proven experience in a senior customer service or coordination role within a call center or healthcare environment
- • Demonstrated ability to resolve escalated customer issues using procedural knowledge and regulatory compliance awareness
- • Strong understanding of healthcare data privacy standards and handling of sensitive patient information
- • Experience supporting process improvement initiatives and training new team members
🏖️ Benefits
- • Flexible work arrangement with hybrid on-site and remote options
- • Minimum 60% on-site requirement (24 hours/week) at Durham, NC office
- • Opportunity to contribute to a mission-driven organization focused on early cancer detection
- • Support for internal employees applying regardless of current location
Skills & Technologies
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About GRAIL, Inc.
GRAIL develops multi-cancer early-detection blood tests using high-intensity sequencing, population-scale clinical trials, and machine learning. Its Galleri test screens for over 50 cancers from a single blood draw, aiming to shift diagnosis from late-stage symptoms to early, treatable stages. The company conducts large prospective studies, partners with health systems, and pursues FDA approval to integrate screening into routine care. Founded in 2016 as a spin-out from Illumina, GRAIL operates laboratories in the United States and the United Kingdom and focuses on evidence generation, regulatory science, and equitable test access.
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