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Customer Support Trainer
Customer Support Trainer - International Support
Location: Remote - EMEA
Languages: English fluent (additional languages are welcomed)
Start date: ASAP
Invitae is a rapidly growing medical genetics company whose mission is to bring comprehensive genetic information into mainstream medicine to improve the quality of healthcare for billions of people.
We are a multidisciplinary company executing a novel business model in a highly technical and supervised industry against a backdrop of rapid and ground-breaking technological advancement. Patients are at the center of everything we do, while we continually seek to improve and grow in efficiency and strive to produce consistent and reliable results.
We are building an organization that can continuously innovate at scale. Equally significantly, we’re building a company where we love to work. As a team, we pride ourselves in having a diverse group of individuals who collaborate and work well together so that we can learn and grow from one another. We rely on each other with a common goal of putting the team above the individual.
As you join team Invitae, you are encouraged to help us grow our company culture over time and challenge us when we are not living up to it!
It’s always good to keep in mind that we craft and maintain our culture to serve our mission, and we will adjust it from time to time to optimize the pursuit of that mission.
About The Role
To pursue our shared mission and help Invitae grow, we are looking for a Customer Support Trainer.
This position will directly support our international teams, particularly EMEA and APAC. We are looking for someone who is passionate about planning onboarding and facilitating training & development of customer support teams in a fast paced, evolving environment. You believe that with the right tools, coaching and guidance, anyone can achieve a high level of performance. Ideally, you have enlisted in our mission and vision and want to be part of a great team of people who believe that everyone should have access to genetic testing.
What you will do:
Be well-versed in all Invitae products, processes and policies.
Identify opportunities for improvement and enhancement at both the individual contributor level as well as the process (Standard Operating Procedure) and systems level.
Act as a liaison between International Customer Support and Commercial Training to identify, target and improve training and performance.
Assist with identifying and implementing process improvement ideas with International Customer Support Leads.
Coordinate maintenance and updates on training assessments.
Demonstrate strong knowledge of Invitae’s customer service tools and frameworks including LAER and the exploratory process in order to improve customer service.
Establish and manage deadlines for completing assignments and assessments.
What you need:
Exceptional oral and written communication skills
Can problem-solve and exercise critical thinking in a dynamic and rapidly changing environment
Experience using Google Apps, Mac OS X, and CRM applications such as Salesforce Lightning, MediaLab, Brainshark, and Confluence.
Must be able to travel 3-4 times per year for required CS Training
Who you are:
Self-starter - will be able to study systems and practice in order to be successful while on-boarding and can hit the ground running on your own quickly
Resourceful - someone who will be taking notes and remembering where to ask or where to look up information on their own
An expert at time management - someone that values theirs and other people’s time and can assess their own workflow and find better ways of efficiency. Can also work with little to no supervision in order to get everything they need to get done and in a timely fashion
Collaborative - someone who is great at working within a team and collaborating on information, training and/or improvements to SOPs
Urgent - the most successful candidate will be confident, display a sense of urgency to get things done, know how to prioritize their work, have follow-through and remains calm but thrives under pressure when pressing issues arise
Customer Focused - expects and understands a high level of customer empathy and service by phone or email.
Interested in this position? Please apply online by sending us your CV in English
At Invitae, we value diversity and provide equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Invitae retains your application data for 12 months to process your job application and produce anonymised monitoring statistics. After 12 months, your data will automatically be deleted. In addition, you have the right to request your personal data be deleted, updated or removed at any time. You also have the right to have a copy of the information Invitae holds about you. You can make such requests by emailing firstname.lastname@example.org.