What are the responsibilities and job description for the DIRECTOR OF CUSTOMER SERVICE position at Othram Inc.?
Help build a better and more robust infrastructure for justice.
Othram is revolutionizing cold and contemporary forensic investigations by seamlessly integrating laboratory science, innovative software, and optimized processes. Our proprietary technology empowers local, state, and federal law enforcement agenciesboth in the United States and internationallyto overcome the most challenging forensic DNA barriers, solving cases once deemed unsolvable. More forensic genetic genealogy cases have been solved with
Othram technology than any other method.
With a commitment to constant innovation, we learn from every case, refining our technology and processes to deliver better, faster, and more reliable results. At Othram, we dont just solve caseswe build a stronger foundation for justice.
We are looking for mission-driven individuals who share our passion for bringing certainty to investigations and delivering answers and justice to families. If you are obsessed with tackling the impossible, willing to work hard in uncharted territory, and eager to help build the next-generation infrastructure for justicejustice for everyone, everywherethen Othram is the place for you.
About the Role
As the Director of Customer Service , youll lead and build a centralized customer service function to ensure exceptional support for both internal and external stakeholders. From triaging inquiries to optimizing processes and implementing self-service solutions, you will play a critical role in delivering a world-class experience for our clients, including law enforcement agencies, medical examiners, and other key partners.
If you thrive in fast-paced, high-pressure environments and are passionate about creating systems that drive efficiency and client satisfaction, this role is for you.
What You Get to Do Every Day
- Set Up and Manage a centralized customer service strategy to triage and address inquiries.
- Monitor, Prioritize, and Resolve a range of customer support inquiries / cases, from simple updates to complex issues requiring investigation.
- Engage Directly with Clients such as detectives, coroners, and other stakeholders, providing timely and sensitive responses.
- Assess and Categorize Issues , identifying the appropriate departments or resources for resolution.
- Collaborate with Cross-Functional Teams (operations, sales, etc.) to efficiently address challenges.
- Securely Manage Sensitive Data , ensuring confidentiality throughout all processes.
- Build Internal Networks to streamline issue resolution and communication.
- Develop SOPs for all customer service processes, ensuring confidentiality and security.
- Create Standardized Messaging Templates for consistent and secure client communications.
- Establish a Clear Escalation Framework with a tiered support system for varying issue complexities.
- Recruit, Train, and Lead a capable customer service team aligned with organizational needs.
- Automate Workflows to improve efficiency and manage increasing inquiry volumes.
- Design Scalable Systems for future growth and evolving client needs.
What You Bring to the Role
Required Competencies and Experience
Preferred Competencies and Experience
What Makes This Role Unique
Compensation and Benefits
Work with the best.
At Othram, we bring together the best and brightest minds from diverse fields, united by a shared mission to build a better and more robust infrastructure for justice. Our team includes experts in forensic science, genomics, bioinformatics, software development, and investigative support, all working collaboratively to solve cases and drive innovation in the pursuit of answers and justice.
Othram is an Equal Opportunity Employer committed to fostering a diverse and inclusive workplace. We welcome and celebrate individuals of all backgrounds and do not discriminate based on race, color, gender, age, disability, religion, sexual orientation, gender identity, veteran status, or any other characteristic protected by law. We believe that diversity of thought and experience drives innovation and leads to better outcomes for our mission and the communities we serve.
