Manager- Customer Support Caris Detect

Manager
- Customer Support Caris Detect

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.

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 processes that support increasing test volume while maintaining a high-touch, white-glove customer experience.
• Provide leadership with regular reporting on customer support performance, capacity, trends, risks, and resource needs.

Systems & Platform Support

• Oversee support for Caris Detect and partner ordering/reporting platforms, including account access, portal navigation, report retrieval, and related customer-facing systems.
• Partner with IT, Product, and Operations to identify recurring technical issues and prioritize improvements affecting the customer experience.
• Participate in the design, testing, and implementation of new Customer Support tools, workflows, CRM capabilities, and platform enhancements.

Cross-Functional & Partner Collaboration

• Partner closely with Clinical Care, Operations, Laboratory, Billing, Commercial, IT/Product, and other internal stakeholders to ensure coordinated resolution of customer issues.
• Support onboarding and operational integration of new commercial channels and external partners.
• Establish clear support models, communication pathways, and escalation procedures for partner organizations.
• Represent the voice of the customer in cross-functional discussions and provide actionable feedback to improve products, processes, and services.

Compliance & Quality

• Ensure Customer Support activities comply with HIPAA, company privacy and security policies, SOPs, quality standards, and applicable regulatory requirements.
• Develop and maintain Customer Support SOPs, work instructions, training materials, and documentation.
• Support quality reviews, audits, corrective actions, and continuous…