At Caris, we understand that cancer is an ugly word—a word no one wants to hear, but one that connects us all. That’s why we’re not just transforming cancer care—we’re changing lives.

We introduced precision medicine to the world and built an industry around the idea that every patient deserves answers as unique as their DNA. Backed by cutting-edge molecular science and AI, we ask ourselves every day: “What would I do if this patient were my mom?” That question drives everything we do.

But our mission doesn’t stop with cancer. We're pushing the frontiers of medicine and leading a revolution in healthcare—driven by innovation, compassion, and purpose.

Join us in our mission to improve the human condition across multiple diseases. If you're passionate about meaningful work and want to be part of something bigger than yourself, Caris is where your impact begins.

Position Summary

The Customer Support Supervisor - Quality Assurance position is responsible for hiring team members, managing performance, and ensuring that daily and monthly support expectations are met. This position provides direction and guidance regarding policies, procedures, workflows, customer support quality, and training needs. This position is responsible for monitoring customer support standards. The Customer Support Supervisor assists the Customer Support Director with the daily operations of the group. This position carries out supervisor responsibilities in accordance with organization policies, procedures, and applicable laws, including administration metrics related to productivity and quality.

Job Responsibilities

• Supervises day-to-day activities of team of Quality Assurance Specialist, including management of quality assurance reviews, portal account maintenance and small projects.

• Meets all deliverables and goals set by department.

• Meets all regulatory agency requirements as they pertain to job function.

• Ensures the needs of clients, patients, field staff, and laboratory are appropriately addressed by prioritizing work for the staff, as needed.

• Ensures support quality by monitoring team member performance, identifying performance issues and implementing corrective action as necessary.

• Hires and trains team members.

• Investigates and resolves escalated and complex customer issues and problems, identifying areas of customer satisfaction and dissatisfaction.

• Monitors employee’s performance and productivity. Utilizes processes and available tools to analyze trends, maintain and enhance performance, and report statistics. Provides regular feedback to all QAS on their performance; identifies areas of improvement. Manages performance accountabilities for individual team members and team using a balanced scorecard approach, to include efficiency and quality.

• Collaborates with management as it relates to team member challenges dealing with performance and behavior.

• Ensures adequate support coverage by managing adherence to work schedules fully utilizing daily management reports/tools.

• Provides on-going training and development of team members through effective coaching, motivating and proactive career development.

• Mentors, coaches and addresses developmental opportunities and disciplinary issues on the team. Implements corrective action and further development plans as necessary. Uses motivational techniques to assist team members in maintaining and exceeding standards.

• Conducts audits on work and determines additional training and counseling that may be required due to the results of the audit; including, providing recommendations, guidance, and implementing solutions to improve results.

• Actively supports and engages QAS in the quality process. Assesses training needs as identified, shares results in a timely manner, and provides training and coaching to drive continuous improvement.

• Supports new technologies as a tool for driving increased efficiencies and stronger results.

• Conducts regular team meetings. Attends applicable department/management meetings. Keeps team informed of new processes and general updates.

• Manages correspondence, escalated issues and requirements/regulations.

• Works collaboratively to problem solve and participate cross functionally with other teams as necessary.

• Maintains a high level of confidentiality to protect the concerns of the company, management and employees.

• Provides strong, consistent leadership and direction to the team, translates company and department vision into measurable goals and objectives for the team, and helps team members understand how they contribute to Caris’ success.

• Serves as a role model for staff, maintaining a professional, positive work environment that promotes a high-performance environment.

• Takes ownership for personal growth and career development of self. Focused on continuing to expand leadership skills, experience, and capability.

• Accepts other duties as assigned.

Required Qualifications

• High School degree or equivalent required. Bachelor’s preferred.

• Three to five years of experience in a supervisory/client supports role is required.

• Proficient in Microsoft Office Suite, specifically Word, Excel, Outlook, and general working knowledge of Internet for business use. Ability to learn new computer systems.

Preferred Qualifications

• Strong leadership and interpersonal skills.

• Strong customer focus.

• Proven track record of successful achievement of goals/objectives; focused on results.

• Demonstrated ability to make decisions and follow through on expectations.

• Understands HIPAA and importance of privacy of patient data.

• Ability to motivate and engage staff in meeting/exceeding performance goals.

• Ability to work effectively in a team environment.

• Demonstrated track record in managing change.

• Courteous phone manners.

• Strict attention to detail and organized.

• Ability to meet deadlines and work under pressure.

• Demonstrates flexibility and adaptability to shift gears according to the priority of tasks. Possesses a high degree of flexibility, accountability, and responsibility.

• Proficient in Microsoft Office Suite, specifically Word, Excel, Outlook, and general working knowledge of Internet for business use. Ability to learn new computer systems.

• Drive for Results (Support, Quality, and Continuous Improvement) – Ensure procedures and processes are in place that lead to quality results.

• Proficient verbal and written communication skills. Willingness to share and receive information and ideas from all levels of the organization in order to achieve the desired results. Ability to compose clear, concise, and professional written communication.

• Teamwork – Commitment to the successful achievement of team and organizational goals through a desire to participate with and help other members of the team.

• Customer Support Focus – Demonstrate a focus on listening to and understanding client/customer needs and then delighting the client/customer by exceeding support and quality expectations.

Physical Demands

• Visual acuity and analytical skill to distinguish fine detail.

• Must possess ability to sit and/or stand for long periods of time.

• Must possess ability to perform repetitive motion.

• Ability to lift up to 50 pounds.

Training

• All job specific, safety, and compliance training are assigned based on the job functions associated with this employee.

Other

• Job may require after-hours response to emergency issues.

• Periodically may require after hours response for technical emergencies not explicitly related to assigned job responsibilities.

• At times may be required to work weekends/holidays.

• This position is eligible for a hybrid schedule after three months of employment.

Conditions of Employment: Individual must successfully complete pre-employment process, which includes criminal background check, drug screening, credit check ( applicable for certain positions) and reference verification.

This job description reflects management’s assignment of essential functions. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Caris Life Sciences is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.