Manager- Customer Support Caris Detect

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 Manager
- Customer Support Caris Detect is responsible for leading the customer support function for Caris' multi-cancer early detection (MCED) offering and delivering an exceptional experience for patients, healthcare providers, and strategic partners. This role will oversee day-to-day Customer Support operations, team performance, case management, service levels, and escalation processes across multiple Caris Detect ordering channels. The Manager will work closely with Clinical Care, Operations, Laboratory, Billing, Commercial, IT/Product, and external partners to ensure customers receive timely, accurate, and coordinated support throughout the testing journey.

As Caris Detect grows, this individual will play a key role in building scalable processes, developing the Customer Support team, identifying opportunities for automation and self-service, and ensuring the customer experience remains consistent across channels and increasing test volumes.

Job Responsibilities Customer Support Operations & Leadership Lead day-to-day operations of the Caris Detect Customer Support team, ensuring timely, professional, and customer-focused service.

Manage, coach, and develop Customer Support Specialists, including onboarding, training, performance management, and ongoing professional development.

Establish and monitor service standards, workflows, staffing coverage, and escalation procedures.

Oversee support across multiple customer channels, including individual patients, healthcare providers, health systems, consumer health platforms, member-care networks, and other strategic partners.

Serve as an escalation point for complex customer, provider, operational, and partner issues.

Ensure appropriate documentation and case ownership within CRM and case-management systems.

Customer Experience & Case Management Maintain a consistent, high-quality customer experience throughout the Caris Detect journey, including ordering, kit fulfillment, blood-draw coordination, specimen processing, result access, billing, and other non-clinical support needs.

Develop processes that promote clear case ownership and seamless handoffs between Customer Support, Clinical Care, Operations, Laboratory, Billing, Commercial, and other teams.

Monitor customer feedback, complaints, recurring issues, and service trends and lead initiatives to address root causes.

Partner with Clinical Care to ensure clinical questions and result-related inquiries are appropriately identified and escalated.

Performance, Growth & Scalability Develop and monitor key performance indicators, including contact volume, response time, resolution time, abandonment rate, open-case aging, escalation rates, customer satisfaction, and contact drivers.

Identify opportunities to improve efficiency through workflow redesign, automation, customer self-service, and technology.

Develop scalable…