Customer Support Specialist - Caris Detect

Caris Life Sciences•Phoenix, AZ

About The Position

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 Customer Support Specialist for Caris Detect serves as a primary point of contact for clients and healthcare providers utilizing Caris’ advanced multi-cancer early detection test (MCED). This role ensures an exceptional customer experience by providing technical assistance, case support, issue resolution, and cross-functional coordination related to Caris Detect services and reporting platforms. At Caris Life Sciences, we are transforming precision medicine through advanced molecular science and innovative diagnostic technologies. As part of the Caris Detect team, you will directly support clients considering or that have purchased our MCED testing as well as providers delivering personalized cancer care — impacting lives every day. The ideal candidate has experience supporting healthcare providers, laboratories, or enterprise diagnostic platforms and thrives in a fast-paced, patient-impacting environment.

Requirements

High School Diploma or equivalent required.
2+ years of customer support experience (healthcare, diagnostics, biotech, or SaaS preferred).
Strong problem-solving and troubleshooting skills.
Experience using CRM systems (Salesforce or similar preferred).
Excellent verbal and written communication skills.
Ability to manage multiple priorities in a high-volume environment.
High attention to detail and strong organizational skills.

Nice To Haves

Experience in molecular diagnostics, oncology, pathology, or laboratory operations.
Familiarity with healthcare workflows (test ordering, specimen tracking, result reporting).
Knowledge of HIPAA and healthcare compliance requirements.
Experience supporting enterprise healthcare accounts.
Technical aptitude with healthcare IT systems and integrations.

Responsibilities

Serve as first-line support for Caris Detect customers including individual clients, healthcare providers, pathology labs, hospital systems, and enterprise partners.
Respond to inquiries regarding test ordering, specimen status, reporting access, billing questions, and technical issues.
Troubleshoot user access, portal navigation, and system-related concerns
Document all interactions accurately in CRM and case management systems.
Escalate complex issues to appropriate internal teams (IT, Operations, Billing, Clinical, Sales).
Assist clients with Caris Detect or EverlyWell portal access, account setup, and report retrieval.
Collaborate with IT and product teams to identify and resolve recurring issues.
Support user training as needed.
Partner with Operations, Laboratory, Clinical, Billing, and Commercial teams to ensure seamless resolution of customer issues.
Communicate service updates, system enhancements, and process changes to customers when appropriate.
Identify trends and recurring challenges and provide feedback to leadership for process improvement.
Support integration with external partners to ensure seamless client experience
Maintain HIPAA compliance and protect patient health information (PHI).
Adhere to company SOPs, quality standards, and regulatory requirements.
Support audit preparation and documentation as required.