Supervisor, Client Services

** Company Description
** Guardant Health is a leading precision oncology company focused on guarding wellness and giving every person more time free from cancer. Founded in 2012, Guardant is transforming patient care and accelerating new cancer therapies by providing critical insights into what drives disease through its advanced blood and tissue tests, real-world data and AI analytics. Guardant tests help improve outcomes across all stages of care, including screening to find cancer early, monitoring for recurrence in early-stage cancer, and treatment selection for patients with advanced cancer.

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We are looking for a Client Services Supervisor to join our Client Services Organization. The Client Services Supervisor is responsible for reporting metrics, supervising, monitoring, auditing, and coaching their team. In addition to overseeing day-to-day operations, the supervisor actively contributes to client support, modeling best practices and setting a high standard for service delivery. This role works cross-functionally to ensure the territory their team supports meets business objectives and that all client issues are resolved in a timely and effective manner.

The Supervisor must communicate professionally and effectively with both external customers and internal Guardant Health personnel, while promoting accountability, collaboration, and continuous improvement across the team.
** Responsibilities
* ** Supervise, coach, train, and audit a team of CSAs to maintain a high-performing, client-focused culture.
* Oversee responses to client inquiries (phone, email, web) from physicians, labs, hospitals, sales teams, and patients.
* Support performance management through feedback, recognition, and corrective action.
* Analyze data and metrics using CRM and reporting tools (e.g., SFDC, LIMS, Tableau) to drive performance and process improvements.
* Collaborate with regional sales and account teams to ensure client satisfaction and efficient patient access.  Manage case queues to support regional growth and rapid issue resolution.
* Develop and update Standard Operating Procedures and leadership documentation.
* Serve as escalation point for client and internal issues; coordinate with the Clinical Lab to ensure accurate data entry and resolution.
* Represent Client Services in cross-functional initiatives and serve as a subject matter expert on process improvements.
* Adapt to evolving business needs, including flexible hours and occasional travel (up to 25 lbs lifting may be required).
** Qualifications
* ** Bachelor’s degree in Biological Sciences or related field preferred.  5+ years in client services within healthcare, diagnostics, or biotech; 3+ years of supervisory experience.
* Strong organizational, analytical, and problem-solving skills with proven leadership in coaching and mentoring teams.
* Proficiency in Microsoft Office; experience with Salesforce, LIMS, Tableau, JIRA, or Confluence a plus.
* Excellent communication and interpersonal skills, capable of managing complex client interactions and escalations.
* Demonstrated ability to manage multiple priorities in a fast-paced, dynamic environment.
* Flexibility to work varied hours and travel for meetings, trainings, or client visits.
** Hybrid Work Model:
**** This section is applicable to onsite employees who are eligible for hybrid work location as specified by management and related policies.  Guardant has defined days for in-person/onsite collaboration and work-from-home days for individual-focused time. All U.S. employees who live within 50 miles of a Guardant facility will be required to be onsite on Mondays, Tuesdays, and Thursdays. We have found aligning our scheduled in-office days allows our teams to do the best work and creates the focused thinking time our innovative work requires.

At Guardant, our work model has created flexibility for better work-life balance while keeping teams connected to advance our science for our patients.
** The annualized base salary ranges for the primary location and any additional locations are listed below. This range does not include benefits or, if applicable, bonus, commission, or equity. Each candidate’s compensation offer will be based on multiple factors including, but not limited to, geography, experience, education, job-related skills, job duties, and business need.

Primary

Location:

Remote-USA-TXPrimary Location Base Pay Range: $30 - $41

Other US Location(s) Base Pay Range: $30 - $41

If the role is performed in Colorado, the pay range for this job is: $32 - $43
* Employee may be required to lift routine office supplies and use office equipment. Majority of the work is performed in a desk/office environment; however, there may be exposure to high noise levels, fumes, and biohazard material in the laboratory environment. Ability to sit for extended periods of time.
** Guardant Health is committed to providing reasonable accommodations in our hiring processes for…