About Genomelink

Genomelink is a DNA App Store. If you’ve had DNA tested from Ancestry or 23andMe, you can transfer your DNA data to Genomelink to unlock many apps. We believe that consumer genomics is still like the 90s of the Internet. While over 50M people have got DNA tested in the U.S., the number will continue to grow by billions worldwide in the following decades. Genomelink will become the default data storage and app store in the future. We are on missions to;

• Build the world's #1 consumer application platform
• Bring back DNA data ownership to your hand
• Help advancement of genomics and health science

Our achievements:

• $500K+ monthly revenue (top 3% of YC S21 batch)
• Profitable in 2020
• 500K+ DNA uploading users from 100+ countries
• Raised $14M+ from investors, including Y Combinator, YC Continuity (invests in only top 1% YC companies), Sompo (Led Plantir & Noom), Sony, Metaplanet (Skype founder’s VC), and BerkeleySkyDeck.

About the Team

Genomelink was founded in 2017 by founders with experience in consumer genomics businesses in Japan. Tomo from M3, Inc. ($70B medical platform), Yuta from MyCode (#1 consumer genetic testing in Japan), and Ken (Tech & bio-info lead at a joint venture between Illumina and Sony). Also, we work with world-class researchers in population genomics, including Carlos Bustamante, P.I. from Stanford University.

The team works as a global professional remote team. Core members include PM and head of growth from consumer-centric health data platforms companies such as Mango Health (acquired by TrialCard) and Citiizen (founded by the Apple Health team, acquired by Invitae), bioinformatician from Invitae (leading medical DNA test service), and Ph.D. scientists with consumer genomics experiences.

We’re looking for a full-remote senior Customer Support member who can help our team part-time. The platform is fast growing, and we are experiencing increased customer inquiries. We currently handle these with a small CS team (2 part-time and 1 Product Manager), but now we plan to hire a dedicated senior Customer Support member to be ready to scale the operation and team.

Our Values (See complete Culture Deck here)

• Shared vision
• Do great work in a lean team
• Be a “better writer.”
• Be hungry for personal and team growth
• Being managers of one
• Have fun doing great work with a great team

Responsibilities:

• Handle escalated customer support tickets that require a high level of technical expertise
• Continuously improve processes and procedures for handling escalated tickets
• Stay up-to-date on the latest developments in our product
• Communicate effectively with cross-functional teams to resolve customer issues

Qualifications:

• 3+ years of experience in a technical or customer support role
• Strong problem-solving and analytical skills
• Excellent verbal and written communication skills
• Ability to work independently and as part of a team
• Willingness to learn and adapt to new technologies

Bonus:

• Experience with Zendesk
• Experience with Hubspot
• Background and interest in genetics, health, biology, and genealogy

Engagement:

• 20 hours per week as a part-time (we may offer a full-time role depending on the candidate's experience)
• Full-remote (the core team is in Pacific Time, but flexible)

Hiring process

• Resume Review
• Invite to a casual chat with CEO (we explain who we are first)
• Interview with our Head of Product
• Interview with the team (if required)