Customer Support Expert

Are you a customer support expert with hands-on experience leveraging AI to optimize and automate processes? Do you bring a calm, methodical approach to problem-solving, even under pressure, and enjoy partnering closely with executive leadership to drive impactful solutions? 

If this sounds like you and you are driven by purpose, join the SOPHiA GENETICS Customer Services Team as our new Customer Support Expert, and enable us to make a positive impact on the outcomes for cancer and rare disease patients worldwide. 

This is a hybrid opportunity, requiring 2-3 days onsite our corporate office in Boston, MA. 

Our Mission 

We believe there is a smarter, more data-driven way to make decisions in healthcare and our cloud-native AI powered SOPHiA DDM Platform makes that vision a reality on a daily basis. You will have direct input to our mission to democratize data-driven medicine for the ultimate benefit of cancer and rare disease patients across the globe. 

Your Mission 

As a key member of the Customer Support team, you will be responsible for managing customer account administration and leading the implementation of an AI-driven initiative aimed at enhancing complaint handling processes. In this cross-functional role, you’ll collaborate with teams across R&D, Bioinformatics, Development, Legal, Quality, and Supply Chain to drive impactful projects and help shape the structure and operational evolution of the support function. 

The vale you bring 

Customer Account Administration & Feature Management 

• Configure and manage customer accounts and permissions 

• Maintain accurate and consistent client data across CRM and support tools 

• Manage customer requests related to account changes and feature activations 

• Document and continuously improve related processes 

AI Project – Smarter Complaint Management 

•  Lead the design and implementation of an AI-driven tool to: 

• Categorize and triage client complaints 

• Provide preliminary automated responses 

• Identify and escalate high-priority cases 

• Collaborate with data, development, support, and quality teams 

• Monitor AI performance and propose iterative improvements 

• Previous experience deploying a similar AI system is expected 

Cross-Functional Project Management 

• Coordinate and/or lead initiatives involving multiple departments 

• Ensure alignment across stakeholders and manage resources, timelines, and deliverables 

• Act as a key contact for cross-functional projects representing Customer Support 

• Translate business needs into actionable service workflows 

Operational Support of Service Development 

• Support the rollout of service enhancements and structuring efforts 

• Propose tools and process improvements to enhance performance 

Team Expertise & Escalation Point 

• Handle high-impact or complex customer requests 

• Act as an internal reference for account administration and project coordination 

• Contribute to knowledge sharing and continuous improvement culture 

• Master’s degree in Computer Science, Bioinformatics, AI, Life Sciences, or related fields 

• 3–5 years in a similar role, combining customer support, technical account management, and project coordination 

• Proven experience deploying AI solutions in a support or customer service setting 

• Background in a regulated environment (healthcare, biotech, pharma) is a plus 

• Proficiency with support tools and CRMs (e.g., Jira, Zendesk, Salesforce) 

• Good understanding of data workflows and system architectures 

• Basic scripting skills (e.g., Python) is a plus 

• Project management methodology 

• Calm and methodical, with strong problem-solving skills 

• Excellent communication, including with executive and cross-functional teams 

• Proactive, structured, and results-oriented 

• Strong team player with leadership potential 

You will be joining an organization with the patient at the heart of every decision and action, driven by purpose as we pursue exponential growth.

Business recognition and accolades include: 

• World's most innovative companies (Top 10)
• World's smartest companies (Top 50) 
• 100 Best Places to Work in Boston (2022-2025)
• Top 10 European Tech Startup
• Top 10 European biotechs startup to watch
• Top 25 East-Coast Biotech to watch

Our US benefits package is comprehensive, but varies internationally in-line with local standards and laws. You can discuss a full breakdown with us, but as a brief overview:

• Outstanding Medical (with Telemedicine), Dental, and Vision Plan with 90% employer contributions, including $0 deductible plans options.
• Life and AD&D company provided 
• Company 4% match 401K contributions 
• Company-paid Short and long-term disability insurance 
• 20 Days PTO (Increases with tenure), 5 sick days and 13 Public holidays recognised
• FSA commuter benefits
• Supplemental employee insurance options are available for Accident, Critical Illness, Hospital and Legal 
• Voluntary Pet Insurance and Auto and Home options 
• Employer Assistance Program free for all employees 

Like the strands of DNA itself, SOPHiA GENETICS and the team are deeply interconnected and reliant on each other to deliver. There are common threads across the team. Things that bind us together. Those things are Relentless Curious; Resilient & Nimble and Fearlessly Adventurous 

Our Virtues

At SOPHiA GENETICS we established our 7 Virtues to clarify how our principles show up each day through action.  We Decide; We Do; We Collaborate; We Innovate; We Empower; We Adapt and We Learn.

At the centre of our Virtues is our Mantra, We Care, which provides a constant reminder of the compassionate, benevolent, and hopeful nature of our mission and how it should be threaded through each of our Virtues and everything we do. Learn more about our DNA and Virtues on our Careers portal

The process 

We use the power of AI to help our partners make decisions. If you’re utilizing AI in your search and application process, why not use some of these prompts:

• ‘What impact can I expect to have on the world by working at SOPHiA GENETICS?’
• ‘I have an interview with SOPHiA GENETICS. What should I know before I meet with them?’
• ‘I am a *job title* - What can SOPHiA GENETICS offer my career?’

 
Apply now with your CV and any supporting information. 

Suitably qualified candidates will be invited through an interview and screening process where you will speak with members of our Talent Acquisition Team, the hiring leader alongside key colleagues and stakeholders from across the business. If you need additional support for accessibility, please contact our TA team for assistance.

We appreciate the value external partners can bring, but we operate a direct-hiring model and we are not looking to utilize agency support at this time. All hiring is controlled by Talent Acquisition, potential partners should liaise through TA and not our hiring teams please.

Location: Boston, MA (2-3 days in office)

Start Date: ASAP

Contract: Full-Time