Adela’s mission is to deliver innovative and accessible blood tests that harness biology to transform cancer care and improve well-being. The company is developing best-in-class technology to accelerate the diagnosis and improve the management of cancer through blood tests for minimal residual disease (MRD) monitoring and multi-cancer early detection (MCED). Adela’s blood-based, tissue-free product ensures universal accessibility to MRD testing for patients with cancer, eliminating any dependency on tumor tissue availability. Adela’s first product was recently clinically validated for predicting and surveilling for recurrence in patients with head & neck cancer and published in Annals of Oncology.
We are seeking a highly motivated individual to join the Adela Team as Senior Customer Service Representative. This is an exciting opportunity to be part of a growing, dynamic, and collaborative biotechnology company leveraging innovative technology positioned to change the diagnostic testing landscape. This role will be responsible for providing exceptional support to Adela’s healthcare customers, collaborating with internal teams to ensure a positive customer experience, and helping Adela establish customer service processes that will scale. This non-exempt role will offer a unique opportunity to shape the customer experience in a high-growth environment while setting the foundation for a future team. This is a hybrid position requiring some on-site work in Adela’s Foster City, CA laboratory.
Responsibilities
- Build and Manage Customer Relationships: Serve as the main point of contact for customers (physician offices, hospitals, etc.), receiving and responding to all inquiries, and resolving issues to ensure an excellent customer experience.
- Handle Customer Inquiries: Manage incoming questions, troubleshoot issues, and provide prompt, accurate responses to customers via email, phone, and other channels.
- Cross-Functional Collaboration: Work closely with teams such as Laboratory Operations, Medical Affairs, and Sales (among others) to address customer needs and to ensure a seamless laboratory process.
- Documentation: Keep precise and clear documentation of all email, phone, and fax communications and follow-up activities.
- Process Development: Establish, refine, and document workflows and best practices for customer service processes that can scale as the company grows.
Required Qualifications
- Customer Service Expertise: Proven 5 + years experience in customer-facing roles in pharma, diagnostic, medical device, biotech or healthcare setting is required.
- A 4-year college degree in Biological Sciences or similar discipline is preferred but not required.
- Strong Communication Skills: Exceptional verbal and written communication, with the ability to convey technical information clearly.
- Problem Solving: A proactive, solution-oriented mindset, with the ability to troubleshoot issues and think creatively about customer needs.
- Adaptability: Comfortable working in a start-up environment where priorities may shift, requiring agility and initiative.
- Tech Savvy: Familiarity with CRM systems, laboratory information systems, and standard office productivity tools.