Customer Service Team Lead; Inbound- call center environment

The Customer Service Team Lead (Inbound) provides expert-level administrative and operational support within the customer service function, coordinating complex service requests and acting as a senior resource for the team. This role applies extensive procedural knowledge to resolve escalated issues and ensure consistent, high-quality service delivery. The position supports the implementation of new service processes, assists with training activities, and contributes to improvements that enhance accuracy, efficiency, and customer satisfaction within established guidelines.

This role is based at our Durham, North Carolina, office and offers a flexible working arrangement. It offers a flexible work arrangement, with the ability to work from GRAIL's office or from home. Our current flexible work arrangement policy requires that a minimum of 60%, or 24 hours, of your total work week be on site. Your specific schedule, determined in collaboration with your manager, will align with team and business needs and could exceed the 60% requirement for the site.

Internal employees will be considered for the role regardless of location.

• Coordinates and resolves the most complex or specialized customer service requests, ensuring all transactions are completed accurately and in compliance with company standards.
• Serves as a senior resource and team lead within the customer service team, providing procedural guidance, training support, and assistance to less experienced coordinators.
• Reviews escalated cases, identifies root causes, and recommends process adjustments or clarifications to improve service consistency and reduce recurring issues.
• Collaborates with cross‑functional departments such as Sales, Operations, and Finance to facilitate accurate and timely resolution of customer concerns.
• Assists in updating operating procedures, service tools, and documentation to reflect current practices and enhance workflow efficiency.
• Monitors service performance and reports trends or potential areas of improvement to supervisors or management.
• Conducts quality assurance reviews and coaching for reps, identifying trends and process improvement opportunities.
• Supports departmental projects related to system updates, process refinements, or quality initiatives.
• Maintains detailed and accurate customer records while meeting defined service, quality, and productivity metrics.

As our organization continues to evolve and grow, this role may require flexibility in responsibilities and duties. Employees should expect that their role may expand, shift, or be modified to meet changing business needs, strategic priorities, and organizational objectives.

• Taking on additional responsibilities.
• Participating in cross‑functional projects and initiatives.
• Adapting to new technologies, processes, or methodologies.
• Supporting other departments or teams during periods of high demand.
• Contributing to special projects or temporary assignments as needed.

These responsibilities summarize the role’s primary responsibilities and are not an exhaustive list. They may change at the company’s discretion.

• High school diploma or equivalent required;
  Bachelor’s degree strongly preferred.
• 5+ years of relevant customer service experience, or a combination of education and experience or 3 years of the candidate possessing direct GRAIL experience.
• Demonstrated expertise in handling complex cases.
• Expert‑level knowledge of customer service practices, systems, and escalation handling.
• Excellent communication and interpersonal skills, with the ability to manage challenging customer interactions effectively.
• Advanced analytical and problem‑solving skills to identify and resolve root causes of customer issues.
• Office or call center environment with frequent computer and telephone use.
• Ability to work cross‑functionally and contribute to operational improvements.
• Strong leadership skills with the ability to mentor, coach, and influence team members.
• Involvement in projects, pilots, or system implementations that require adaptability and collaboration.

• Bachelor’s degree…