Watch this video to learn more about Helix
What Helix Has to Offer: Helix is a personal genomics company with a simple but powerful mission: empower every person to improve their life through DNA. Transparency, collaboration, and empowerment drive them, and they're looking for people who are confident by also eager to listen and learn. If you enjoy critical thinking & problem-solving, you could have real impact at a growing company with a meaningful vision - and you'll have fun. Helix offers their employees benefits like:
Job Type
Contract
Job Details
You + Helix
Helix is a place where innovators and doers gather in order to drive significant progress in population genomics. We have come together to work at the intersection of clinical care, research, and genomics.
If you’re excited by the idea of making a meaningful impact and joining a team where we pride ourselves on driving innovation through fostering an environment with an emphasis on empowering one another to grow, Helix might be the place for you!
Helix + The World
Helix is the leading population genomics company. Helix enables health systems, public health organizations and life science companies to accelerate the integration of genomic data into patient care and public health decision making.
We are continuing to scale our world-class team to support our dedication to empowering every person to improve their life through DNA.
Helix + Transparency
At Helix, we value transparency. You will find the expected compensation, interview process, what to anticipate during onboarding, and your first 90 days listed in the job description for all Helix roles.
What is special about this role?
This is a long-term (12+ month) contract opportunity within our Customer Experience team. You’ll play a critical role in supporting our customers across products and partnerships. You’ll collaborate with cross-functional teams and be at the forefront of delivering compassionate and efficient support to ensure every customer feels heard and supported.
Top 3 Skills for Success:
Effective communication – verbal and written skills
Customer service skills – empathy, patience, conflict resolution
Multitasking and system navigation – proficiency using multiple tools and systems while maintaining customer focus
As a Customer Support Representative, you will:
- Provide support through phone, email, and chat channels
- Use CRM and other systems to document and resolve customer issues
- Follow SOPs to maintain compliance and accuracy in support workflows
- Manage data entry, reporting, and tracking with a high degree of reliability
- Handle quality investigations and collaborate on complaint resolutions
- Prioritize and triage customer issues across multiple products and partners
- Ensure HIPAA and privacy compliance in all interactions
- Work cross-functionally with teams such as engineering, quality, and partner success
About you:
- 4+ years of professional experience in customer support or quality roles
- Strong verbal and written English communication skills
- Experience using CRM, ERP, and chat platforms
- High attention to detail with strong documentation and data entry skills
- Adaptable and able to thrive in a fast-paced, evolving environment
- Familiarity with Microsoft Office Suite and Google Suite
- UAT or quality systems experience preferred
Pluses:
- Experience in life sciences, biotech, or healthcare
- Bilingual (English/Spanish – verbal and written)
- Associate’s or Bachelor’s degree or equivalent work experience
- Prior experience handling sensitive personal/health information in regulated settings
Location: Remote (Core Support team based in San Diego)
Customer Support Hours of Operation: Monday–Friday, 6:00 AM – 6:00 PM PT- but you will work an 8 hour shift
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. For more information or to make an accommodation request reach out to HR@helix.com.
Expected Interview Process:
- Recruiter Screen
- Manager Screen
- Virtual Panel
- Offer
Expected Pay For This Role:
$23/hour (Contract role)
The hourly rate above is our reasonable estimate of compensation for this role. Actual starting pay will be based on non-discriminatory job-related factors such as location, experience, and skill level. Your recruiter can provide more information during the process.
What To Expect During Your Onboarding Week:
We want to make sure your first week is spent learning the foundations. You will be invited to live orientation sessions and spend time with your hiring manager developing your individual roadmap to success. This experience will include sessions that cover your benefits, security & privacy training, an introduction to the OKR framework used at Helix and our communication tools and norms.
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.
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.
Company Details
Helix
San Mateo, CA, United States
Helix is the leading population genomics and precision health organization. You + Helix Helix is a place where innovators and doers gather in... Read more