Customer Success Representative (On-site, Jacksonville, FL)

About Us: Artera is an AI startup that develops medical artificial intelligence tests to personalize therapy for cancer patients. Artera is on a mission to personalize medical decisions for patients and physicians on a global scale.

This lab-based Customer Success Representative (CSR) will be located at our CLIA facility in Jacksonville, FL and plays a key role in delivering a world-class experience to our customers—including clinicians, clinical staff, and administrators—by supporting them through onboarding, training, and product ordering. This role combines operational execution with a customer-first mindset, emphasizing responsiveness, professionalism, and collaboration. You’ll work cross-functionally and be empowered to solve problems proactively while embodying our standards for high performance.

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Essential Responsibilities:

• Customer Engagement & Support:
• Serve as a primary point of contact for users of Artera’s products.
• Guide customers through onboarding, ordering, and troubleshooting in a timely and courteous manner.
• Deliver empathetic, solution-oriented support that reflects an understanding of customer needs.

• Operational Excellence:
• Use tools like Zendesk and Salesforce to manage and resolve support tickets with accuracy and attention to detail.
• Maintain consistent documentation and follow standard operating procedures (SOPs).
• Identify and communicate opportunities for workflow or experience improvements.

• Cross-Functional Collaboration:
• Partner with internal teams (Sales, Product, Operations) to resolve customer issues and ensure smooth communication.
• Share insights from the field to contribute to product development and service enhancements.
• Assist with processing incoming shipments, ensuring all samples are documented, labeled, and stored in compliance with standard operating procedures
• Help prepare, package, and ship materials to pathology labs, ensuring timely and accurate deliveries while tracking shipments and communicating status updates as needed.
• Support the progression of samples through the lab’s workflow, ensuring timely completion of tasks and resolving delays or bottlenecks in collaboration with cross-functional teams.

Performance Expectations (Based on Best Practices):

• Customer-Centric Mindset:
• Approach every interaction with empathy, patience, and a genuine focus on the customer experience.
• Proactively seek solutions and follow through to ensure resolution.

• Effective Communication:
• Communicate clearly and respectfully, both in writing and verbally.
• Actively listen and tailor responses to different customer profiles and needs.

• Accountability & Ownership:
• Take full responsibility for assigned tasks and follow them through to completion.
• Own mistakes and use them as learning opportunities.

• Time Management & Efficiency:
• Prioritize work based on urgency and customer impact.
• Balance workload while meeting responsiveness and resolution benchmarks.

• Adaptability & Continuous Growth:
• Embrace change and remain resilient in a dynamic startup environment.
• Seek feedback and apply learning to improve performance.

• Qualifications:
• Bachelor’s degree required
• Minimum 1 year experience in customer service, ideally supporting healthcare professionals
• 3+ years working in collaborative, team-based environments
• Proficiency with customer service platforms like Zendesk preferred
• Strong problem-solving, communication, and organizational skills
• Preferred experience in a laboratory setting (e.g. pathology, biochemistry, or molecular biology)

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$21 - $25 an hour

Competitive and commensurate with experience, qualifications, and other factors to be discussed during the interview process. In addition to a competitive salary, we offer enticing benefits, including 401k matching, unlimited paid time off (PTO), and more. \n

Equal Employee Opportunity: At Artera, we value bringing together individuals from diverse backgrounds to develop new and innovative solutions for patients and physicians. As an equal opportunity employer, we do not discriminate on the basis of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information gender identity or expression, sexual orientation, marital status, protected veteran status, or any other legally protected characteristic.