Bilingual International Customer Support Representative (Healthcare)

TL;DR

Bilingual International Customer Support Representative (Healthcare): Providing support to international customers and sales teams for genetic testing services with an accent on issue resolution, cross-functional collaboration, and PHI compliance. Focus on troubleshooting ordering and reporting processes and ensuring a smooth international customer journey.

Location: Remote (Must be based in the US)

Salary: $23–$26 per hour

Company

hirify.global is a global leader in cell-free DNA (cfDNA) testing dedicated to oncology, women's health, and organ health.

What you will do

• Provide timely and accurate support to international customers and internal teams via phone, email, and electronic channels.
• Manage high volumes of international customer accounts and resolve inquiries promptly.
• Collaborate with Sales, Product Development, and Lab Operations to ensure customer needs are met effectively.
• Coordinate with logistics and shipping teams to resolve customs or delivery issues related to kits and samples.
• Document all interactions in CRM and track common issues to provide feedback for process improvements.
• Train and mentor internal teams and customers on test ordering processes.

Requirements

• Fluency in English and Spanish.
• Must be based in the United States.
• Two-year degree and/or minimum 4 years of related customer service experience.
• Previous experience in the healthcare, biotechnology, or diagnostics industry.
• Proficiency in using CRM software and customer support tools.
• Ability to handle PHI and complete HIPAA/security training within 30 days of hire.

Nice to have

• Experience with Salesforce ServiceCloud.
• Experience with laboratory information management systems (LIMS) and customer portals.
• Familiarity with e-fax, secure email, and cloud-based call center functionalities.

Culture & Benefits

• Comprehensive health benefits including medical, dental, and vision plans.
• 401(k) retirement plan with company match.
• Generous paid time off and company holidays.
• Additional wellness and work-life balance benefits.
• Free genetic testing for employees and their immediate families.