International Customer Service Representative (Evening Shift)

Position Overview

• Location Type: Fully Remote (within the United States)
• Job Type: Full-time
• Salary: Not specified

This position provides world-class service to international customers, with a primary focus on Japan. The International Customer Support Representative serves as the main point of contact for international Sales teams and customers. This role assists healthcare professionals, laboratories, and other partners to ensure a smooth ordering and reporting process, enhancing the entire customer journey. The ideal candidate is passionate about excellent support, eager to learn about products and services, and possesses strong independent work, multitasking, and critical thinking skills for timely issue resolution.

This position requires fluency in both English and Japanese.

Schedule

This position supports customers in Japan, so working hours will vary based on your U.S. time zone. The work week is Sunday - Thursday.

• Pacific Standard Time: 4:00 PM - 12:00 AM PST
• Mountain Standard Time: 5:00 PM - 1:00 AM MST
• Central Standard Time: 6:00 PM - 2:00 AM CST
• Eastern Standard Time: 7:00 PM - 3:00 AM EST

Primary Responsibilities

• Provide timely and accurate information to international customers and internal teams via phone, email, and other electronic channels.
• Manage a high volume of international customer accounts and their support needs.
• Resolve customer inquiries and issues promptly, communicating resolutions clearly and logically. Troubleshoot issues and identify root causes.
• Partner with Sales team counterparts to follow up on missing information required for test processing and reporting.
• Document all customer interactions, communications, actions taken, and follow-ups in customer service applications.
• Collaborate with internal teams (sales, product development, lab operations) to ensure customer needs are met effectively.
• Coordinate with logistics and shipping teams to resolve any shipping, customs, or delivery issues related to kits or samples.
• Provide training and educational support to internal teams and customers on test ordering processes.
• Stay updated on the latest company products, services, and processes (including samples required, test turnaround time, required order information, required waivers, etc.) to offer the best support.
• Track and report common customer issues, providing feedback for process improvements or product enhancements.
• Lead or support special projects and other duties as required to meet business needs.
• Assist in testing upgrades and development of new customer service tools.
• Stay current with Natera training requirements and assist with mentoring and training new employees on international support processes.
• Regularly work with Protected Health Information (PHI) in both paper and electronic forms, accessing various technologies to perform job duties.

Qualifications

• Strong communication skills, with fluency in English and Japanese.
• Two-year degree and/or a minimum of 4 years of related experience; an undergraduate degree is preferred.
• Previous customer service experience, ideally in the healthcare, biotechnology, or diagnostics industry.
• Ability to work independently and as part of a global team.
• Excellent problem-solving skills and attention to detail; ability to complete tasks resourcefully and efficiently.
• Proficient in using CRM software and customer support tools.
• Must complete training related to HIPAA/PHI privacy, general policies and procedure compliance, and security training within the first 30 days of hire.

Knowledge, Skills, and Abilities

• Strong interpersonal skills and the ability to build rapport.