---
title: 'Customer Success Specialist at Sequencing'
canonical: 'https://feeny.ai/job/customer-success-specialist-sequencing-united-states-gcw8hecg3bmm'
type: 'job'
last_seen: '2026-09-15'
---

# Customer Success Specialist at Sequencing

- **Company:** Sequencing
- **Location:** United States
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-06-30
- **Last confirmed live:** 2026-09-15
- **Apply:** https://jobs.gem.com/sequencing/am9icG9zdDqjmHuGy9NvzlRudV7YWOli

## Job description

The Position

Sequencing.com is seeking a Customer Success Specialist to join the team. In this role, you will provide exceptional customer support, troubleshoot technical issues, and escalate complex issues to the customer support management team when needed. This role is focused on improving the overall customer experience by delivering 5 star customer support in a fully remote, shift based environment.

The Impact

- Provide responsive, high quality support to customers across email, phone, real time online chat, Intercom, Facebook, Reddit, and X.
- Respond to customer questions related to product features, troubleshooting, billing, and general support with accuracy, empathy, and urgency.
- Provide order and technical support for e-commerce platforms, marketplaces, and digital subscriptions.
- Monitor and manage customer issues through resolution, escalating complex matters when needed.
- Maintain accurate records of customer interactions and follow up to ensure a strong customer experience.
- Partner across engineering, product, and sales to help resolve customer concerns and improve support outcomes.
- Contribute to customer support documentation, including customer education content and how to guides.
- Identify trends in customer feedback and share insights that help improve the overall customer experience.

## Who You Are

- 1+ years of experience in customer support, customer success, or a similar role, with experience supporting online and digital services.
- Experience using Zendesk, Intercom, Jira, or similar ticketing systems to manage, document, and resolve customer issues.
- Experience supporting customers across email, phone, real time online chat, Intercom, Facebook, Reddit, and X, with strong written communication and follow up skills.
- Experience troubleshooting customer, order, and technical issues across e commerce platforms, marketplaces, digital subscriptions, CMS environments, and payment processing dashboards.
- Experience using Slack, Zoom, and AI tools to support communication, collaboration, and customer support workflows.
- Experience assessing and responding to support requests, feedback, and complaints, including triaging urgent issues, using de escalation strategies, and navigating internal resources to find solutions.
- Minimum 6+ months of remote work experience, with weekend and night availability required to support a fully remote, shift based environment.
- Experience in tech support, genetics, healthcare, biotechnology, or SaaS is preferred; multilingual proficiency and familiarity with AI driven support tools and automation are a plus.

## About Sequencing

## Company Overview
- **One-liner**: Sequencing is a genomics platform that provides clinical-grade whole genome sequencing, free lifetime DNA data storage, and AI-powered interpretation to deliver personalized health, wellness, and ancestry insights.
- **Entity Type**: Private (seed-stage; $5M total funding)
- **Headquarters**: Pasadena, California, United States
- **Founded**: 2017
- **Founders**: Brandon Colby, MD

## Core Business
- **Primary industry**: Biotechnology Research / Digital Health (genomics, bioinformatics, AI-driven health)
- **Target customers**: B2C (individuals seeking DNA insights), B2B (healthcare professionals, healthtech companies)
- **Mission**: To help everyone outsmart their genes by making genomic data accessible, actionable, and transformative for humanity.

## Products & Services
- **Clinical-Grade Whole Genome Sequencing (WGS)**: 30x coverage WGS service delivered via at-home DNA kit or direct lab partnership.
- **Free Lifetime DNA Data Storage**: Unlimited, secure storage of raw genetic data.
- **App & Report Marketplace**: Ecosystem of third-party and proprietary apps/reports for health, wellness, ancestry, and longevity.
- **AI-Powered Interpretation**: Proprietary algorithms and AI combine bioinformatics with machine learning to generate dynamic, actionable insights.
- **Personalized Health Reports**: Ongoing updates covering disease predisposition, medication response, carrier status, and wellness optimization.

## Market Standing
- **Valuation**: Not publicly disclosed
- **Key Metric**: Annual Revenue ~$8M (LinkedIn estimate); Total Funding $5M (seed rounds)
- **Notable Investors/Partners**: Lerer Hippeau (led $5M seed round in November 2022), plus additional undisclosed investors in subsequent rounds.
- **Growth Signals**: Claims to be the world’s largest provider of clinical-grade WGS by volume; global headcount of ~29 employees distributed across 5 countries; fully remote team; expanding AI and bioinformatics capabilities; hiring for senior roles across engineering, security, marketing, and product.

## Competitive Advantages
- **Scale & Data**: Largest base of clinical-grade whole genomes sequenced, providing a unique foundation for AI training and genomic intelligence.
- **Privacy & Storage**: Free, unlimited DNA data storage with strong emphasis on privacy (HIPAA compliance).
- **Marketplace Model**: Open ecosystem of DNA apps/reports that continuously add value for users.
- **AI-Native Platform**: Combines deterministic bioinformatics with AI reasoning to ensure scientifically accurate, explainable insights.
- **Clinical-Grade Quality**: 30x WGS ensures highest accuracy for actionable health decisions.

## Strategic Focus
- Building the lifelong home for every human genome – a trusted platform for storage, interpretation, and continuous value.
- Expanding the AI-native genomic intelligence layer to support prevention, longevity, and personalized care.
- Growing the developer and partner ecosystem around the Sequencing platform.
- Scaling B2B partnerships with healthcare providers and healthtech companies.
- Preparing for regulatory certifications (SOC 2, ISO 27001) to deepen enterprise trust.

## Why Work Here
- **Culture**: Fully remote, global team of doctors, scientists, engineers, and AI researchers with a mission-driven focus on genomics and health.
- **Work Environment**: Remote-first with offices in Pasadena, Los Angeles, and Sioux Falls; flexible for global time zones.
- **Perks & Engineering Culture**: Opportunity to work at the intersection of genomics, cloud infrastructure (AWS), and AI; emphasis on data privacy, security, and scientific rigor; employee rating 4.0/5.0 on Built In (compensation 4.0, culture 3.1).
- **Growth**: High-impact roles across bioinformatics engineering, AI/ML, security, and product management in a fast-growing startup.

## Sources
1. [sequencing.com](https://sequencing.com/about)
2. [builtin.com](https://builtin.com/company/sequencing-com)
3. [linkedin.com](https://www.linkedin.com/company/sequencing-com)
4. [sequencing.com](https://sequencing.com/knowledge-center/faqs/who-is-sequencing)
5. [builtin.com](https://builtin.com/company/sequencing-com/jobs)

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