---
title: 'Customer Service Representative (Contractor) at Helix'
canonical: 'https://feeny.ai/job/customer-service-representative-contractor-helix-united-states-hyyjm19ppg5c'
type: 'job'
last_seen: '2026-10-27'
---

# Customer Service Representative (Contractor) at Helix

- **Company:** Helix
- **Location:** United States
- **Compensation:** $24–$31/hr
- **Employment:** contract
- **Work type:** remote
- **Posted:** 2026-10-26
- **Last confirmed live:** 2026-10-27
- **Apply:** https://jobs.gem.com/helix/am9icG9zdDqAgK36rdv14LrUUkBZaL2z

## Job description

## Who We Are & What We Do

At Helix, our mission is simple: to help everyone improve their lives through their DNA.

Ready to make a real-world impact with your skills? At Helix, we're transforming healthcare by making genomics a standard of care. We partner with health systems and life science companies to accelerate the integration of genomic data into clinical practice. Join us in building a future where healthcare is personalized, proactive, and powered by genomics.

(Contractor role with potential for permanent placement)

What is special about this role Every day, patients, providers, and partners come to Helix at moments that matter, when they have questions about their orders, their results, or their care. The Customer Service team is who they reach, and how we show up in those moments shapes the entire Helix experience.

This is a frontline role at its core. Most of the work is running the playbook well, following our processes carefully and handling high volume with care. But the tickets that reach you sometimes need more than a script. The judgment calls, the edge cases, the situations no SOP covers. We're looking for someone who does both, someone reliable enough to trust with the standard work and sharp enough to handle what falls outside it.

Key responsibilities:

- Resolve customer issues end to end across phone, email, and webform, from first contact through resolution.
- Handle the complex and first-of-their-kind cases that need human judgment, where there is no playbook to follow.
- Work through ambiguous situations by reasoning to the right answer rather than reaching for a canned response.
- Support multiple products, partners, and customer types, prioritizing based on business need.
- Spot patterns in recurring issues, flag gaps in how we handle them, and help the team resolve faster and more consistently.
- Loop in the right partners across Helix when an issue needs specialized help, and see it through to resolution.
- Document customer interactions in our systems accurately and thoroughly.
- Maintain HIPAA compliance and high standards of privacy and security when handling sensitive information.
- Assist with quality investigations and complaints.
- Investigate complex inquiries by synthesizing data across internal systems and translating findings into clear, professional, and empathetic responses for customers.

About you:

- 4 or more years in customer support, quality, or a related role where accuracy and follow-through genuinely mattered.
- A 4-year degree. The science and technology behind our work reward people who are comfortable learning in a rigorous, information-heavy environment.
- Comfort in a regulated environment, handling health and personal information with care.
- Critical, independent thinking. You'd rather understand why something is happening than simply close the ticket.
- Genuine warmth in hard conversations. You can be calm, clear, and human with someone who's worried about their health.
- A fast ramp. You pick up new products, tools, and systems quickly.
- The range to juggle many things at once without dropping the ones that matter.
- A team-first instinct. You share what works and look for ways to make the team more efficient, not just yourself.
- Resourceful curiosity. You enjoy piecing together details across tools and context to solve problems and communicate solutions smoothly.
- AI fluency and adaptability. You are curious about emerging technology and eager to collaborate with AI-driven tools to enhance problem-solving, streamline workflows, and drive everyday efficiency.

Bonus points

- Background in genomics, diagnostics, or a patient-facing healthcare setting.
- A degree in biology, genetics, or a related science.
- Bilingual in English and Spanish, written and verbal.

Location and hours

- Remote. Support hours are Monday through Friday, 6:00am to 6:00pm, with 8-hour shifts.

Expected Interview Process:

1. Recruiter Screen 2) Manager Screen/Tech Screen 3) Onsite 4) Offer

Expected Pay For This Role: $24 - $31 per hour

What To Expect During Your First 90 days:

- First 30 days: you’ll spend time learning the Helix way, completing training and onboarding for your roles, and getting introduced to your team and relevant stakeholders. You’ll also gain a deeper understanding of our customers, our products, the impact we make in the lives of our communities, and how to thrive at Helix through participation in Helix U.
- Day 30 - 60: you’ll spend time contributing to projects, deeply familiarizing yourself with team and company processes, and developing a deeper understanding of Helix’s products, services and capabilities.
- Day 60 - 90: you’ll build your OKRs with your manager, start to take ownership of projects and initiatives on your team, and begin to demonstrate your impact on the Helix mission.

To learn how Helix collects, uses, and protects your personal information during the recruitment process, please review our[Privacy Notice](https://www.helix.com/privacy-policy).

Helix is proud to be an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws.

#LI-Remote

## About Helix

## Company Overview
- **One-liner**: Helix is a population genomics company that integrates DNA insights into clinical care, research, and therapeutic development at scale.
- **Entity Type**: Private (Grant stage; $283.9M total funding)
- **Headquarters**: San Mateo, California, United States
- **Founded**: 2015
- **Founders**: Not publicly listed on major sources (founded as HELIX HOLDINGS I, LLC)

## Core Business
- **Primary Industry**: Healthcare technology / Population genomics / Precision medicine
- **Target Customers**: Health systems, life sciences companies, health plans, and payers (B2B); also provides patient-facing genetic testing (B2C/D2C)
- **Mission**: “To empower every person to improve their life through their DNA.”

## Products & Services
- **Population Genomics Platform**: A Sequence Once, Query Often™ model enabling health systems to uncover genetic risk efficiently and integrate insights at the point of care. Includes clinical decision support, EHR integration, and patient engagement tools.
- **Genetic Testing Services**: Seamless test ordering for clinicians, with results integrated into clinical workflows. Covers diagnostic and screening applications.
- **Helix Research Network®**: A large-scale network connecting real-world genomic data from health systems and life sciences partners to accelerate discovery and drug development.

## Market Standing
- **Valuation**: Not publicly disclosed
- **Total Funding**: $283.9M raised to date (latest round: Grant - II, $900K, ~5 years ago)
- **Notable Investors**: Kleiner Perkins, Warburg Pincus, Temasek, DFJ Growth Fund, The Rockefeller Foundation, and 7 others
- **Key Customers/Partners**: Renown Health, Mayo Clinic, Medical University of South Carolina
- **Growth Signals**: 162 patents filed; operating at the intersection of clinical care and research; population-scale programs showing cost-effectiveness (per internal models); active in large health system deployments

## Competitive Advantages
- **Sequence Once, Query Often™ model**: A proprietary approach that reuses genomic data across multiple clinical and research use cases, reducing cost and friction.
- **Integrated platform**: Combines lab testing, clinical decision support, EHR integration, and research network into one cohesive offering—hard for competitors to replicate.
- **Proven health system partnerships**: Deployments with leading institutions like Mayo Clinic and Renown Health provide real-world validation and a defensible moat.
- **Patent portfolio**: 162 patents covering molecular biology, genetics, and bioinformatics.

## Strategic Focus
- Scaling population genomics programs across more health systems and payers
- Deepening integration with EHRs and clinical workflows to drive adoption
- Expanding the Helix Research Network to generate more real-world evidence
- Demonstrating cost-effectiveness and ROI to health plans to drive reimbursement

## Why Work Here
- **Mission-driven**: Directly contributing to improving lives through DNA—translating complex genomics into actionable health insights.
- **Collaborative culture**: Described as “curious and passionate,” with a focus on transparency, collaboration, and empowerment across science, engineering, design, and marketing.
- **Interdisciplinary team**: Genomics scientists, engineers, product developers, and researchers working together—no PhD required to geek out on genomics.
- **Growth stage company**: Private with significant funding and major partnerships, offering the excitement of a scale-up with real impact.
- **Location**: San Mateo, CA (Bay Area); customer support hours are Pacific time.
- **No explicit remote/hybrid policy found**, but standard tech company culture likely applies.

## Sources
1. [helix.com](https://www.helix.com/)
2. [helix.com/careers](https://www.helix.com/company/careers)
3. [helix.com/about](https://www.helix.com/v2/about)
4. [helix.com/our-team](https://www.helix.com/company/our-team)
5. [cbinsights.com](https://www.cbinsights.com/company/helix)

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