Required Skills and Qualifications: Bachelor's or Master's degree in a business or life sciences discipline; 7+ years in customer service or operations with at least 3 years in diagnostics, medical devices, biotech, or clinical laboratory settings Demonstrated experience designing or rebuilding a customer service function from the ground up Hands-on, administrative-level proficiency in HubSpot Service Hub, including pipelines, automation, SLA configuration, knowledge base, and reporting Experience selecting and implementing telephony platforms (e.g., Aircall, RingCentral, Dialpad) with CRM integration; familiarity with AI chatbot platforms for triage and deflection Working knowledge of HIPAA and demonstrated experience handling PHI compliantly a plus Strong cross-functional communication skills; equally effective engaging patients, oncologists, PhD scientists, pharma partners, and engineering teams Experience in a CLIA laboratory, LDT, or in vitro diagnostics commercial environment strongly preferred; pharma/CRO service delivery experience a plus Self-directed and operationally rigorous; energized by building structure in an ambiguous, fast-changing startup environment with minimal supervision. Design distinct service workflows, SLAs, and escalation paths for each customer segment Personally triage and resolve inbound contacts spanning entire scope of offerings Ensure every contact is classified, routed, documented, and resolved within defined SLA windows with full auditability Adverse event and compliance management.