Customer Retention Specialist Jobs in Massachusetts

Diagnostics Customer Service Specialist

Bedford, MA (on-site)

Quanterix is a global leader in ultra-sensitive biomarker detection, enabling breakthroughs in disease research, diagnostics, and drug development. Its proprietary Simoa® technology delivers industry-leading sensitivity, allowing researchers to detect and quantify biomarkers in blood and other fluids at concentrations far below traditional limits. With more than 3,400 peer-reviewed publications, Quanterix has been a trusted partner to the scientific community for nearly two decades. In 2025, Quanterix acquired Akoya Biosciences, The Spatial Biology Company®, adding multiplexed tissue imaging with single-cell resolution to its portfolio. Together, the combined company offers a uniquely integrated platform that connects biology across blood and tissue—advancing precision medicine from discovery to diagnostics.

ROLE SUMMARY:

We are seeking a detail-oriented and customer-focused individual to join our customer service operations team as a Diagnostics Customer Service Specialist (Dx CSR). The Dx CSS serves as a key point of contact between the diagnostic laboratory and its clients, including healthcare providers, commercial partners, patients, and internal stakeholders. This role is responsible for delivering accurate, timely, and professional support related to test orders, specimen status, results inquiries, supply orders, system access, and general service issues. Your work will directly support patient care by ensuring that all samples are correctly identified, documented, and prepared for testing according to regulatory and quality standards.

WHAT YOU’LL DO:

• Perform accurate data entry of patient demographics, test orders, provider information, and insurance details
• Support daily laboratory operations, including sample tracking, chain of custody, check-in status, troubleshooting discrepancies, and scanning of paper forms into digital copy
• Ensure sample shipments are delivered on time to the lab and facilitate transfer of specimens when required
• Communicate with healthcare providers and internal departments to resolve missing or incomplete information
• Track and resolve customer issues, including rejected specimens, missing information, or data discrepancies, documenting outreach and resolutions in the CRM tools
• Assist clients with order entry issues, cancellations, and data correction
• Coordinate with internal departments (accessioning, logistics, billing, laboratory operations) to resolve client concerns
• Respond to internal and external inquiries via phone and email in a timely and professional manner regarding specimen status, test requirements, and processing timeline
• Provide accurate information regarding test offerings, sampling requirements, turnaround times and result reporting
• Maintain data accuracy and alignment between CRM tools and customer-facing interface
• Maintain strict adherence to HIPAA and other data privacy regulations to maintain patient privacy confidentiality and data quality

BASIC QUALIFICATIONS:

• 2-5 years’ work experience in customer service or a customer-facing role, preferably in healthcare, diagnostics, or laboratory environment
• High level of Computer Literacy required including excel, outlook, word etc.
• Excellent typing and data entry accuracy

PREFERRED QUALIFICATIONS:

• Bachelor’s Degree preferred
• Previous experience working in a healthcare, clinical laboratory, or diagnostic services setting
• Experience with laboratory information systems (LIMS), electronic medical records (EMR) and Salesforce.com
• Familiarity with medical terminology, test ordering processes, and specimen handling

EXPECTATIONS, COMPETENCIES, SKILLS & ABILITIES:

• Strong verbal and written communication skills
• Excellent problem-solving and conflict resolution abilities
• Self-motivated and collaborative, must work well independently and with others to follow through on assigned tasks
• Ability to work in a fast-paced, high-volume environment, capable of managing multiple priorities simultaneously
• Empathy and professionalism when interacting with healthcare providers and patients
• Strong attention to detail and ability to follow standard operating procedures (SOPs)

WHY YOU’LL LIKE WORKING WITH US:

Our Technology:

From discovery to diagnostics, Quanterix’s ultrasensitive biomarker detection is fueling breakthroughs only made possible through its unparalleled sensitivity and flexibility. Simoa® technology has delivered the gold standard for earlier biomarker detection in blood, serum or plasma, with the ability to quantify proteins that are far lower than the Level of Quantification (LoQ). Our industry-leading precision instruments, digital immunoassay technology and CLIA-certified Accelerator laboratory have supported research that advances disease understanding and management in neurology, oncology, immunology, cardiology, and infectious disease.
Akoya Biosciences, a Quanterix company, is The Spatial Biology Company®—bringing tissue context to life through high-resolution, single-cell imaging. Akoya’s spatial phenotyping platforms help researchers visualize and measure how cells organize and interact within tissue to influence disease progression and therapeutic response. From discovery through clinical research, Akoya offers a full continuum of solutions, including PhenoCycler®, PhenoImager® Fusion and HT, and PhenoCode™ Panels. As part of Quanterix, Akoya complements a leading portfolio of ultra-sensitive biomarker detection technologies, together enabling a more complete view of biology and disease across both tissue and blood.

Our Commitment to Employees:

At Quanterix, our values are based on: Team, Innovation, Customer and Owner.
Team: Challenge assumptions, not the person. Respect diversity of thought and hold ourselves to lofty standards
Innovation: Stay curious, experiment, create and change
Customer: Prioritize and celebrate these pioneers by doing our best to deliver on commitments
Owner: Act with high integrity and in the best interest of Quanterix. Take measured risks and learn from their success and failures.

We reward and recognize our employees by offering competitive compensation and a 401k plan with employer match, as well as competitive health, dental, and vision benefits for employees and their dependents. We also offer an unlimited vacation policy to all exempt employees, and a generous PTO policy for non-exempt employees. All employees are eligible for equity, employee stock purchase plan, a performance bonus, and 1:1 financial counseling/planning. We also offer Tuition Assistance. We have a free, state-of-the-art onsite fitness center for all employees. To keep you fueled up, we provide onsite employees free snacks and drinks every day!

DIVERSE & INCLUSIVE WORKPLACE:

Quanterix is committed to a Diverse and Inclusive workplace. We strive to recruit candidates who will bring inclusive mindsets and contribute to our values.
Quanterix is an Equal Opportunity Employer and does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Quanterix will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.