On-Demand Support Specialist

Remote

MyOme’s mission is to provide clinically actionable genetic information to patients throughout their lives. We combine clinical-grade whole genome sequencing, advanced AI methods for genome interpretation, and seamless digital tools for doctors and patients to order and access results. Our team is composed of seasoned entrepreneurs, scientists, and operators, and we're backed by top-tier investors.

Position Overview:

We are looking for an On-Demand Support Specialist to join our growing Customer Support pod. You'll be one of the first people to help us scale our patient and provider support operations — owning live inbound volume on your coverage days and building the systems that make the team more efficient on your deep-work days.

This is not a call center role. It's a front-line position at a fast-moving precision health company where your ideas, your SOPs, and your automation work will directly shape how we support patients at scale. If you're energized by building, not just executing, this is the role for you.

What You'll Do:

On live days (rotating 2–3 days per week):

• Handle inbound Aircall calls — patient and provider inquiries, empathetically and efficiently
• Manage the HubSpot ticket queue alongside your coverage partner — triage, respond, and resolve
• Ensure every call auto-creates an accurate, well-documented HubSpot ticket
• Escalate clinical, billing, or complex inquiries to the right person promptly
• Maintain HIPAA compliance across all interactions

On deep-work days (rotating 2–3 days per week):

• Contribute to SOP documentation and flag recurring inquiry trends
• Support AI workflow builds and HubSpot automation maintenance
• Clear backlog tickets that don't require same-day response
• Build the systems that make live days easier for the whole team

Always:

• Communicate proactively with your coverage partner — you cover each other
• Support OOO coverage for teammates as needed
• Respond to volume alerts when the team needs a hand

What You'll Need:

• 3-5 years in a customer support, patient services, or healthcare administrative role
• Comfortable handling live inbound phone calls — clear, empathetic, and composed under volume
• Experience with HubSpot CRM or a comparable ticketing platform strongly preferred
• Familiarity with Aircall or a comparable VoIP platform a plus
• Healthcare, genomics, or clinical environment experience a strong advantage
• HIPAA-aware or willing to complete training immediately upon hire
• Naturally collaborative — you thrive in a paired model and communicate proactively
• Self-directed on deep-work days — you know what to build without being told

Location, Compensation, and Benefits:

• Location: Remote in the US
• Compensation: Annual base salary range is $70,000 - $90,000, based on experience and location

San Francisco Bay Area pay range

$70,000 - $90,000 USD

Benefits:

• Comprehensive healthcare coverage (Health, Dental, and Vision)
• 401K
• Unlimited PTO
• Professional development opportunities
• Company-sponsored off-sites and team meals during in-person meetings
• Direct access to company leadership and the opportunity for career growth

Diversity, Inclusion, and Equal Opportunity:
MyOme values diversity in all forms. We believe that diverse perspectives drive better science and better patient outcomes. We are an Equal Opportunity Employer committed to creating an inclusive workplace that empowers every individual.

Why Work at MyOme?
Join us if you:

• Want to make an impact at the intersection of healthcare and technology, changing the way people engage with their health at the genetic level
• Enjoy rolling up your sleeves, taking initiative, and being empowered to lead
• Value humility, transparency, and collaborative problem-solving
• Thrive in fast-moving, dynamic environments with smart, driven teammates
• Appreciate competitive compensation, meaningful equity, and excellent benefits