Customer Service Representative (Contractor) in California, Maryland at Helix

Who We Are & What We Do At Helix, our mission is simple: to help everyone improve their lives through their DNA.
Ready to make a real-world impact with your skills? At Helix, we're transforming healthcare by making genomics a standard of care. We partner with health systems and life science companies to accelerate the integration of genomic data into clinical practice. Join us in building a future where healthcare is personalized, proactive, and powered by genomics.
What is special about this roleEvery day, patients, providers, and partners come to Helix at moments that matter, when they have questions about their orders, their results, or their care. The Customer Service team is who they reach, and how we show up in those moments shapes the entire Helix experience.
This is a frontline role at its core. Most of the work is running the playbook well, following our processes carefully and handling high volume with care. But the tickets that reach you sometimes need more than a script. The judgment calls, the edge cases, the situations no SOP covers. We're looking for someone who does both, someone reliable enough to trust with the standard work and sharp enough to handle what falls outside it.
Key responsibilities:

• Resolve customer issues end to end across phone, email, and webform, from first contact through resolution.
• Handle the complex and first-of-their-kind cases that need human judgment, where there is no playbook to follow.
• Work through ambiguous situations by reasoning to the right answer rather than reaching for a canned response.
• Support multiple products, partners, and customer types, prioritizing based on business need.
• Spot patterns in recurring issues, flag gaps in how we handle them, and help the team resolve faster and more consistently.
• Loop in the right partners across Helix when an issue needs specialized help, and see it through to resolution.
• Document customer interactions in our systems accurately and thoroughly.
• Maintain HIPAA compliance and high standards of privacy and security when handling sensitive information.
• Assist with quality investigations and complaints.

About you:

• 4 or more years in customer support, quality, or a related role where accuracy and follow-through genuinely mattered.
• A 4-year degree. The science and technology behind our work reward people who are comfortable learning in a rigorous, information-heavy environment.
• Comfort in a regulated environment, handling health and personal information with care.
• Critical, independent thinking. You'd rather understand why something is happening than simply close the ticket.
• Genuine warmth in hard conversations. You can be calm, clear, and human with someone who's worried about their health.
• A fast ramp. You pick up new products, tools, and systems quickly.
• The range to juggle many things at once without dropping the ones that matter.
• A team-first instinct. You share what works and look for ways to make the team more efficient, not just yourself.

Bonus points

• Background in genomics, diagnostics, or a patient-facing healthcare setting.
• A degree in biology, genetics, or a related science.
• Bilingual in English and Spanish, written and verbal.

Location and hours

• Remote. Support hours are Monday through Friday, 6:00am to 6:00pm, with 8-hour shifts.

Expected Interview Process:1) Recruiter Screen 2) Manager Screen/Tech Screen 3) Onsite 4) Offer
Expected Pay For This Role: $24.70 - $31.50
Helix is proud to be an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws.
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CompensationThe base pay range for this role is $25 – $32 per hour.