Customer Service Jobs at GRAIL with Visa Sponsorship
Customer Service roles at GRAIL sit at the intersection of oncology innovation and patient-facing communication, supporting clinicians and patients navigating early cancer detection testing. GRAIL has an established track record of sponsoring international workers in this function across multiple visa categories.
See All Customer Service at GRAIL JobsOverview
Showing 5 of 35+ Customer Service Jobs at GRAIL jobs
Have you applied for this role?
Have you applied for this role?
Have you applied for this role?
Have you applied for this role?
Have you applied for this role?
See all 35+ Customer Service Jobs at GRAIL
Sign up for free to unlock all listings, filter by visa type, and get alerts for new Customer Service Jobs at GRAIL.
Get Access To All JobsINTRODUCTION
Our mission is to detect cancer early, when it can be cured. We are working to change the trajectory of cancer mortality and bring stakeholders together to adopt innovative, safe, and effective technologies that can transform cancer care. We are a healthcare company, pioneering new technologies to advance early cancer detection. We have built a multi-disciplinary organization of scientists, engineers, and physicians and we are using the power of next-generation sequencing (NGS), population-scale clinical studies, and state-of-the-art computer science and data science to overcome one of medicine’s greatest challenges. GRAIL is headquartered in the bay area of California, with locations in Washington, D.C., North Carolina, and the United Kingdom. It is supported by leading global investors and pharmaceutical, technology, and healthcare companies.
ROLE AND RESPONSIBILITIES
The Director, Customer Service provides executive-level leadership for the customer service (call center) organization, establishing the strategic vision and operational direction to deliver world-class service. This role oversees multiple teams, regions, or service centers, ensuring that customer service strategies align with corporate objectives and drive customer loyalty, retention, and satisfaction. The Director partners closely with senior executives to influence business strategy and lead transformation initiatives that enhance efficiency, scalability, and customer experience. This role is based at our Durham, North Carolina, office and offers a flexible working arrangement. It offers a flexible work arrangement, with the ability to work from GRAIL's office or from home. Our current flexible work arrangement policy requires that a minimum of 40%, or 16 hours, of your total work week be on-site. Your specific schedule, determined in collaboration with your manager, will align with team and
Responsibilities:
- Define and execute the strategic direction for the customer service organization, ensuring alignment with company goals.
- Lead and oversee multiple customer service teams, regions, or business units, managing managers and senior leaders.
- Develop and monitor key performance indicators (KPIs), ensuring the organization meets or exceeds customer satisfaction, quality, and operational goals.
- Partner with executive leadership across functions (e.g., Sales, Operations, Finance, IT, Marketing) to create seamless customer experiences and resolve systemic issues.
- Oversee departmental budgets, staffing, and resource planning to ensure efficient and cost-effective operations.
- Drive innovation by implementing new tools, technologies, and service models that enhance customer support and scale with business growth.
- Serve as the voice of the customer in strategic discussions, influencing company-wide initiatives and priorities.
- Ensure compliance with legal, regulatory, and quality standards across all service operations.
- Develop and mentor senior leaders, building a strong pipeline of leadership talent within the customer service function.
- Represent the company at customer meetings, industry events, and with key stakeholders to reinforce the organization’s commitment to service excellence.
- These responsibilities summarize the role’s primary responsibilities and are not an exhaustive list. They may change at the company’s discretion.
Adaptability and Growth Expectation
As our organization continues to evolve and grow, this role may require flexibility in responsibilities and duties. Employees should expect that their role may expand, shift, or be modified to meet changing business needs, strategic priorities, and organizational objectives.
This May Include:
- Taking on additional responsibilities.
- Participating in cross functional projects and initiatives.
- Adapting to new technologies, processes, or methodologies.
- Supporting other departments or teams during periods of high demand.
- Contributing to special projects or temporary assignments as needed.
BASIC QUALIFICATIONS
- Bachelor’s degree in Business, Communications, or a related field required; Master’s degree strongly preferred.
- 12+ years of relevant customer service experience, including 5+ years in leadership roles managing large, complex organizations OR candidates with 7+ years of related experience and must have GRAIL experience eligible for consideration.
- Exceptional leadership and organizational management skills, with the ability to lead leaders and drive alignment across multiple functions.
- Strategic thinker with proven ability to design and implement customer service strategies that deliver measurable results.
- Ability to travel 20% as required.
PREFERRED QUALIFICATIONS
- 15+ years of relevant customer service (call center experience), including 8+ years in leadership roles managing large, complex organizations.
- Demonstrated level of knowledge regarding applicable regulatory standards commensurate with the position's complexity and scope, contributing to organizational regulatory compliance. Minimal applicable standards for this position include:
+ Clinical laboratory regulations (e.g. CAP, CLIA, NYSDOH, ISO 15189)
+ Protected health information (e.g. HIPAA, GDPR)
- Strong financial and business acumen, with experience managing large budgets and driving operational efficiency.
- Expertise in customer service operations, including contact center management, customer experience strategy, and process optimization.
- Excellent communication and influencing skills to engage effectively with executives, employees, and external stakeholders.
- Proven track record of leading large-scale transformation, change management, and technology adoption initiatives.
- Strong commitment to customer advocacy and delivering outstanding customer experiences.
WORKING CONDITIONS
- Office-based environment with flexibility for hybrid or remote work depending on business needs.
- Extended work hours may be required to address critical issues, strategic initiatives, or global operations.
- Frequent interaction with executive leadership, senior stakeholders, and external partners.
- Regular travel may be required to company sites, customer locations, and industry events.
PHYSICAL DEMANDS & WORKING ENVIRONMENT
- Hours and days may vary depending on operational needs.
- Standing or sitting for long periods of time may be necessary.
- May be exposed to hazardous materials, blood specimens and instruments with moving parts, heating or freezing elements, and high speed centrifugation.
- Some lifting (up to 25 pounds) may be necessary.
- Ability to travel 20% as required.
The expected, full-time, annual base pay scale for this position is $143K-$205K. Actual base pay will consider skills, experience, and location. This role may be eligible for other forms of compensation, including an annual bonus and/or incentives, subject to the terms of the applicable plans and Company discretion. This range reflects a good-faith estimate of the range that the Company reasonably expects to pay for the position upon hire; the actual compensation offered may vary depending on factors such as the candidate’s qualifications. Employees in this role are also eligible for GRAIL’s comprehensive and competitive benefits package, offered in accordance with our applicable plans and policies. This package currently includes flexible time-off or vacation; a 401(k) retirement plan with employer match; medical, dental, and vision coverage; and carefully selected mindfulness programs.
GRAIL is an equal employment opportunity employer, and we are committed to building a workplace where every individual can thrive, contribute, and grow. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, age, disability, status as a protected veteran, or any other class or characteristic protected by applicable federal, state, and local laws. Additionally, GRAIL will consider for employment qualified applicants with arrest and conviction records in a manner consistent with applicable law and provide reasonable accommodations to qualified individuals with disabilities. Please contact us at rc@grailbio.com if you require an accommodation to apply for an open position. GRAIL maintains a drug-free workplace. We welcome job-seekers from all backgrounds to join us!
INTRODUCTION
Our mission is to detect cancer early, when it can be cured. We are working to change the trajectory of cancer mortality and bring stakeholders together to adopt innovative, safe, and effective technologies that can transform cancer care. We are a healthcare company, pioneering new technologies to advance early cancer detection. We have built a multi-disciplinary organization of scientists, engineers, and physicians and we are using the power of next-generation sequencing (NGS), population-scale clinical studies, and state-of-the-art computer science and data science to overcome one of medicine’s greatest challenges. GRAIL is headquartered in the bay area of California, with locations in Washington, D.C., North Carolina, and the United Kingdom. It is supported by leading global investors and pharmaceutical, technology, and healthcare companies.
ROLE AND RESPONSIBILITIES
The Director, Customer Service provides executive-level leadership for the customer service (call center) organization, establishing the strategic vision and operational direction to deliver world-class service. This role oversees multiple teams, regions, or service centers, ensuring that customer service strategies align with corporate objectives and drive customer loyalty, retention, and satisfaction. The Director partners closely with senior executives to influence business strategy and lead transformation initiatives that enhance efficiency, scalability, and customer experience. This role is based at our Durham, North Carolina, office and offers a flexible working arrangement. It offers a flexible work arrangement, with the ability to work from GRAIL's office or from home. Our current flexible work arrangement policy requires that a minimum of 40%, or 16 hours, of your total work week be on-site. Your specific schedule, determined in collaboration with your manager, will align with team and
Responsibilities:
- Define and execute the strategic direction for the customer service organization, ensuring alignment with company goals.
- Lead and oversee multiple customer service teams, regions, or business units, managing managers and senior leaders.
- Develop and monitor key performance indicators (KPIs), ensuring the organization meets or exceeds customer satisfaction, quality, and operational goals.
- Partner with executive leadership across functions (e.g., Sales, Operations, Finance, IT, Marketing) to create seamless customer experiences and resolve systemic issues.
- Oversee departmental budgets, staffing, and resource planning to ensure efficient and cost-effective operations.
- Drive innovation by implementing new tools, technologies, and service models that enhance customer support and scale with business growth.
- Serve as the voice of the customer in strategic discussions, influencing company-wide initiatives and priorities.
- Ensure compliance with legal, regulatory, and quality standards across all service operations.
- Develop and mentor senior leaders, building a strong pipeline of leadership talent within the customer service function.
- Represent the company at customer meetings, industry events, and with key stakeholders to reinforce the organization’s commitment to service excellence.
- These responsibilities summarize the role’s primary responsibilities and are not an exhaustive list. They may change at the company’s discretion.
Adaptability and Growth Expectation
As our organization continues to evolve and grow, this role may require flexibility in responsibilities and duties. Employees should expect that their role may expand, shift, or be modified to meet changing business needs, strategic priorities, and organizational objectives.
This May Include:
- Taking on additional responsibilities.
- Participating in cross functional projects and initiatives.
- Adapting to new technologies, processes, or methodologies.
- Supporting other departments or teams during periods of high demand.
- Contributing to special projects or temporary assignments as needed.
BASIC QUALIFICATIONS
- Bachelor’s degree in Business, Communications, or a related field required; Master’s degree strongly preferred.
- 12+ years of relevant customer service experience, including 5+ years in leadership roles managing large, complex organizations OR candidates with 7+ years of related experience and must have GRAIL experience eligible for consideration.
- Exceptional leadership and organizational management skills, with the ability to lead leaders and drive alignment across multiple functions.
- Strategic thinker with proven ability to design and implement customer service strategies that deliver measurable results.
- Ability to travel 20% as required.
PREFERRED QUALIFICATIONS
- 15+ years of relevant customer service (call center experience), including 8+ years in leadership roles managing large, complex organizations.
- Demonstrated level of knowledge regarding applicable regulatory standards commensurate with the position's complexity and scope, contributing to organizational regulatory compliance. Minimal applicable standards for this position include:
+ Clinical laboratory regulations (e.g. CAP, CLIA, NYSDOH, ISO 15189)
+ Protected health information (e.g. HIPAA, GDPR)
- Strong financial and business acumen, with experience managing large budgets and driving operational efficiency.
- Expertise in customer service operations, including contact center management, customer experience strategy, and process optimization.
- Excellent communication and influencing skills to engage effectively with executives, employees, and external stakeholders.
- Proven track record of leading large-scale transformation, change management, and technology adoption initiatives.
- Strong commitment to customer advocacy and delivering outstanding customer experiences.
WORKING CONDITIONS
- Office-based environment with flexibility for hybrid or remote work depending on business needs.
- Extended work hours may be required to address critical issues, strategic initiatives, or global operations.
- Frequent interaction with executive leadership, senior stakeholders, and external partners.
- Regular travel may be required to company sites, customer locations, and industry events.
PHYSICAL DEMANDS & WORKING ENVIRONMENT
- Hours and days may vary depending on operational needs.
- Standing or sitting for long periods of time may be necessary.
- May be exposed to hazardous materials, blood specimens and instruments with moving parts, heating or freezing elements, and high speed centrifugation.
- Some lifting (up to 25 pounds) may be necessary.
- Ability to travel 20% as required.
The expected, full-time, annual base pay scale for this position is $143K-$205K. Actual base pay will consider skills, experience, and location. This role may be eligible for other forms of compensation, including an annual bonus and/or incentives, subject to the terms of the applicable plans and Company discretion. This range reflects a good-faith estimate of the range that the Company reasonably expects to pay for the position upon hire; the actual compensation offered may vary depending on factors such as the candidate’s qualifications. Employees in this role are also eligible for GRAIL’s comprehensive and competitive benefits package, offered in accordance with our applicable plans and policies. This package currently includes flexible time-off or vacation; a 401(k) retirement plan with employer match; medical, dental, and vision coverage; and carefully selected mindfulness programs.
GRAIL is an equal employment opportunity employer, and we are committed to building a workplace where every individual can thrive, contribute, and grow. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, age, disability, status as a protected veteran, or any other class or characteristic protected by applicable federal, state, and local laws. Additionally, GRAIL will consider for employment qualified applicants with arrest and conviction records in a manner consistent with applicable law and provide reasonable accommodations to qualified individuals with disabilities. Please contact us at rc@grailbio.com if you require an accommodation to apply for an open position. GRAIL maintains a drug-free workplace. We welcome job-seekers from all backgrounds to join us!
See all 35+ Customer Service at GRAIL jobs
Sign up for free to unlock all listings, filter by visa type, and get alerts for new Customer Service at GRAIL roles.
Get Access To All JobsTips for Finding Customer Service Jobs at GRAIL Jobs
Frame your credentials around healthcare communication
GRAIL's Customer Service teams support clinical workflows, so tailor your resume to emphasize experience explaining complex medical or scientific information to non-technical audiences. Hiring managers in biotech distinguish this from general call center backgrounds.
Understand how TN status applies here
Canadian and Mexican nationals in qualifying customer-facing roles can enter on TN status quickly, without a lottery. Confirm with GRAIL's HR team early that your specific Customer Service title maps to a recognized TN occupation category before accepting an offer.
Verify E-Verify enrollment before your first day
GRAIL, as a federal contractor operating in healthcare diagnostics, is required to use E-Verify. Confirm your work authorization documents are in order and consistent with your I-94 record before onboarding to avoid delays in your employment eligibility verification.
Use Migrate Mate to filter open roles by visa type
GRAIL posts Customer Service openings across multiple locations and levels. Use Migrate Mate to filter specifically for roles where GRAIL is actively sponsoring your visa category, so you're applying to positions already matched to your authorization needs.
Customer Service at GRAIL jobs are hiring across the US. Find yours.
Find Customer Service at GRAIL JobsFrequently Asked Questions
Does GRAIL sponsor H-1B visas for Customer Service?
GRAIL's primary sponsorship pathways for Customer Service roles are EB-2, EB-3, F-1 OPT, F-1 CPT, and TN, not H-1B. Customer Service positions in biotech generally don't meet the specialty occupation threshold H-1B requires. If you're on an expiring OPT, the more practical path is exploring whether GRAIL will initiate a PERM-based Green Card process after you've demonstrated performance in the role.
How do I apply for Customer Service jobs at GRAIL?
Apply directly through GRAIL's careers page, and tailor your application to highlight experience in regulated or clinical environments, since GRAIL's Customer Service teams interact with healthcare providers and patients around cancer screening. Migrate Mate lists open Customer Service roles at GRAIL filtered by visa sponsorship eligibility, which helps you identify positions actively open to international candidates before you apply.
Which visa types does GRAIL commonly use for Customer Service roles?
GRAIL sponsors F-1 OPT and CPT for recent graduates entering Customer Service, and TN status for qualifying Canadian and Mexican nationals. For longer-term employment authorization, GRAIL uses EB-2 and EB-3 immigrant visa categories, which involve a PERM labor certification filed with the Department of Labor. The right pathway depends on your nationality, degree field, and how your role is classified internally.
What qualifications does GRAIL expect for Customer Service roles?
GRAIL Customer Service positions typically require experience in a healthcare, diagnostics, or regulated life sciences environment, not just general customer support. Roles often involve supporting clinicians or laboratory staff, so comfort with scientific terminology and compliance-driven communication matters. A bachelor's degree in a health sciences or business-related field strengthens your candidacy, especially if you're also seeking long-term immigration sponsorship through an EB-2 or EB-3 pathway.
How long does the visa sponsorship process take for GRAIL Customer Service hires?
Timeline depends heavily on the visa category. F-1 OPT authorization is tied to your school's processing, typically three to five months for USCIS to adjudicate. TN status can be obtained at a port of entry the same day for Canadians. EB-2 and EB-3 Green Card sponsorships involve DOL's PERM process, which currently runs six months or longer before USCIS even begins adjudication. Clarifying which category applies to your situation early in the offer process prevents surprises.
See which Customer Service at GRAIL employers are hiring and sponsoring visas right now.
Search Customer Service at GRAIL Jobs