Supervisor - Customer Support

At Caris, we understand that cancer is an ugly word—a word no one wants to hear, but one that connects us all. That’s why we’re not just transforming cancer care—we’re changing lives.

We introduced precision medicine to the world and built an industry around the idea that every patient deserves answers as unique as their DNA. Backed by cutting-edge molecular science and AI, we ask ourselves every day: “What would I do if this patient were my mom?” That question drives everything we do.

But our mission doesn’t stop with cancer. We're pushing the frontiers of medicine and leading a revolution in healthcare—driven by innovation, compassion, and purpose.

Join us in our mission to improve the human condition across multiple diseases. If you're passionate about meaningful work and want to be part of something bigger than yourself, Caris is where your impact begins.

Position Summary

The Customer Support Supervisor position is responsible for hiring team members, managing performance, and ensuring that daily and monthly service expectations are met. This position provides direction and guidance regarding policies, procedures, workflows, customer service quality, and training needs. This position is responsible for monitoring customer service standards. The Customer Support Supervisor assists the Customer Support Manager with the daily operations of the group. This position carries out supervisor responsibilities in accordance with organization policies, procedures, and applicable laws, including administration metrics related to productivity and quality

Job Responsibilities

• Supervises day-to-day activities of team of Customer Support Representatives, including management of in-bound customer correspondence and test requisitions, customer phone calls, specimen ordering, and patient case discrepancy management.

• Meets all deliverables and goals set by department.

• Meets all regulatory agency requirements as they pertain to job function.

• Ensures the needs of clients, patients, field staff, and laboratory are appropriately addressed by prioritizing work for the staff, as needed.

• Ensures service quality by monitoring team member performance, identifying performance issues and implementing corrective action as necessary.

• Hires and trains team members.

• Investigates and resolves escalated and complex customer issues and problems, identifying areas of customer satisfaction and dissatisfaction.

• Monitors employee's performance and productivity. Utilizes processes and available tools to analyze trends, maintain and enhance performance, and report statistics.  Provides regular feedback to all CSRs on their performance; identifies areas of improvement. Manages performance accountabilities for individual team members and team using a balanced scorecard approach, to include efficiency and quality.

• Collaborates with management as it relates to team member challenges dealing with performance and behavior. 

• Ensures adequate support coverage by managing adherence to work schedules fully utilizing daily management reports/tools.

• Provides on-going training and development of team members through effective coaching, motivating and proactive career development.

• Mentors, coaches and addresses developmental opportunities and disciplinary issues on the team. Implements corrective action and further development plans as necessary. Uses motivational techniques to assist team members in maintaining and exceeding standards.

• Conducts audits on work and determines additional training and counseling that may be required due to the results of the audit; including, providing recommendations, guidance, and implementing solutions to improve results.

• Actively supports and engages CSR in the quality process. Assesses training needs as identified, shares results in a timely manner, and provides training and coaching to drive continuous improvement.

• Supports new technologies as a tool for driving increased efficiencies and stronger results.

• Conducts regular team meetings. Attends applicable department/management meetings. Keeps team informed of new processes and general updates.

• Manages correspondence, escalated issues and requirements/regulations.

• Works collaboratively to problem solve and participate cross functionally with other teams as necessary.

• Maintains a high level of confidentiality to protect the concerns of the company, management and employees.

• Provides strong, co