Customer Care Specialist II – Field Support and Operations (Genomics)

Location: San Diego, California, United States; onsite, full-time

Salary: $62,900–$94,300 annual base salary, plus eligible bonus or commission and potential equity.

Company

hirify.global develops genomic technology that supports early disease detection, diagnosis, and new treatment options.

What you will do

• Provide timely phone and email support to internal and external customers throughout the order-to-delivery lifecycle.
• Review and validate customer orders and service contracts for accuracy, technical feasibility, policy compliance, shipping requirements, and revenue recognition.
• Coordinate instrument and parts deliveries, logistics, order confirmations, product availability, pricing information, and status updates.
• Investigate and resolve parts orders, work orders, customer cases, service discrepancies, returns, loaner equipment, and invoice-related issues.
• Manage order backlogs, case assignments, customer records, credits, rebills, adjustments, and related financial transactions.
• Partner with Field Service, Technical Support, Sales, Finance, Supply Chain, and Commercial Operations to improve customer outcomes and operational efficiency.

Requirements

• Bachelor’s degree and at least two years of experience in customer support, sales support, operations support, or a related field.
• Exceptional verbal and written communication, active listening, stakeholder influence, and relationship-building skills.
• Ability to communicate complex information clearly, resolve issues independently, exercise sound judgment, and escalate appropriately.
• Strong organization, attention to detail, multitasking, analytical, reporting, and decision-making skills.
• Proficiency with Microsoft Office and enterprise systems, including CRM and ERP platforms such as Salesforce and SAP.
• Experience in life sciences, healthcare, biotechnology, or a related industry is preferred.

Culture & Benefits

• Inclusive environment focused on belonging, collaboration, openness, and diverse perspectives.
• Health, dental, and vision coverage, retirement benefits, paid time off, and family-planning support.
• Access to genomics sequencing and employee resource groups offering career development and social-responsibility opportunities.
• Background checks may be conducted after a conditional offer.
• This role is not eligible for visa sponsorship.