{"id":2368615,"url":"https://alion.io/job/mydna-client-services-specialist","title":"Client Services Specialist","company":{"id":680223,"name":"MYDNA","domain":"mydna.com","url":"https://alion.io/company/mydna-3","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Rippling","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"part_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Glasgow, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":32000,"max_usd":83000,"period":"year","method":"role_country_seniority_unknown","sample_n":190},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"GDPR","optional":false},{"name":"Google Workspace","optional":false},{"name":"Salesforce","optional":false},{"name":"Zendesk","optional":false}],"status":"live","first_seen_at":"2026-09-30T21:37:25Z","employer_posted_date":"2026-09-30","last_verified_at":"2026-10-12T21:00:44Z","board_verified":true,"closed_at":null,"days_open":12,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":12},"description":"Our Purpose\nOur mission is to build a healthier and more connected world with precision health and genealogy services. We empower individuals with actionable insights into their genetic makeup, fostering a deeper understanding of their ancestry, health, and wellness. By integrating the experience of Gene by Gene Laboratory Services, FamilyTreeDNA genealogy, and myDNA reporting services, we strive to deliver cutting-edge genetic testing and personalized solutions that inspire informed decisions and enhance quality of life. Our team is dedicated to advancing the field of genomics through innovation, research, and a commitment to excellence.\nOur Values\nAll employees are expected to demonstrate our values of Innovate, One Team, and Integrity when carrying out the accountabilities and responsibilities of their role. This is how we show up every day for ourselves, our colleagues and our customers and strategic partners to deliver our vision and strategic goals.\nPosition Overview\nWe are a global biotechnology company with a presence in the United States, United Kingdom, and Australia, integrating the experience of Gene by Gene Laboratory Services, FamilyTreeDNA, and myDNA reporting services to deliver precision health and genealogy services to clients around the world.\nThe Client Services Specialist is the face and voice of our company for clients across the United Kingdom and Europe. This role owns client enquiries from first contact through to resolution, delivering fast, accurate, and genuinely helpful support across phone, email, and chat. As part of a lean, high-performing global team, the Client Service Specialist has real ownership of the client experience in the region and works closely with colleagues in the United States and Australia to keep things moving without disruption. This role suits someone who thrives on pace and variety, brings energy and a solutions-first mindset to every interaction, and takes pride in turning a client's problem into a great experience.\nAccountabilities and Responsibilities\nClient Enquiry Management\nServe as the first point of contact for UK and European client across phone, email, and chat, resolving enquiries about DNA test kits, orders, results, and accounts with pace and accuracy.\nOwn each enquiry through to resolution, meeting or beating agreed response and resolution SLAs.\nCommunicate complex genetic testing processes in clear, accessible language tailored to each client.\n\nOrder and Account Support\nManage kit orders, replacements, returns, and account updates end to end within CRM and order management systems.\nHandle clientdata with care and in full compliance with UK GDPR and the Data Protection Act 2018.\nCoordinate with logistics partners to resolve dispatch and delivery issues for UK and European shipments.\n\nIssue Resolution and Escalation\nApproach every issue with a solutions-first mindset: diagnose quickly, act decisively, and keep the clientinformed throughout.\nResolve complaints at first contact wherever possible, and escalate promptly and with complete context when specialist or leadership input is needed.\nIdentify recurring issues and flag root causes so problems are fixed once, not handled repeatedly.\n\nCross-Regional Collaboration\nPartner with laboratory operations in Houston and colleagues in Australia to track samples, chase results, and manage handoffs seamlessly across time zones.\nAs the UK-based voice of the client, share regional insights, trends, and feedback with global Client Services and Product teams.\n\nContinuous Improvement\nContribute to and maintain knowledge base articles, macros, and response templates that lift the whole team's speed and consistency.\nIn a lean, high-ownership team, actively suggest and help implement process improvements rather than waiting for direction.\n\nPosition Requirements\nSkills & Knowledge\nOutstanding written and verbal communication with a warm, professional, and confident tone\nStrong interpersonal ability to liaise effectively between laboratory teams and external clients\nA bias for action: comfortable working at pace, juggling priorities, and moving quickly without sacrificing accuracy\nSolutions-first mindset with genuine resilience and positivity when handling challenging conversations\nConfident with CRM and ticketing platforms (e.g. Zoho, Zendesk, Salesforce) and quick to learn new systems\nStrong proficiency utilizing Google Workspace (Docs, Sheets), and email management platforms\nExceptional written skills with the ability to convey scientific/technical terminology clearly to clients and write structured SOPs\nWorking knowledge of UK GDPR and best practice in handling sensitive personal data\n\nExperience\n2+ years in a client service, client services, or contact centre role\nExperience in healthcare, biotechnology, diagnostics, or another regulated industry is desirable\nExperience supporting clients across multiple channels (phone, email, chat) is preferred\n\nEducation:\nGCSEs (or equivalent) including English and Maths\nA-levels, a relevant vocational qualification, or a degree is desirable but not essential\n\nKey Relationships / Stakeholders\nInternal Stakeholders\nClient Services Manager and the global Client Services team (United States, United Kingdom, Australia)\nLaboratory Operations\nOrder Fulfilment and Logistics\nProduct and Marketing teams\nIT and Systems Support\n\nExternal Stakeholders\nClients across the United Kingdom and Europe\nCourier and logistics partners\nHealthcare professionals and partner clinics, where applicable\n\nDecision Making\nDecisions this role makes alone\nResolution of standard client enquiries, including replacements and goodwill gestures within authorised limits\nPrioritisation of the personal enquiry queue to meet SLAs\nWording and tone of client communications within brand and compliance guidelines\n\nDecisions this role makes under guidance or escalates\nRefunds or compensation above authorised thresholds (with Client Services Manager)\nComplaints with potential legal, regulatory, or reputational implications (with Client Services Manager and Compliance)\nExceptions to policy or standard process (with Client Services Manager)\nSuspected data protection incidents (escalated immediately per data protection procedures)\n\nWhy Join Us\nAt myDNA Life Europe you’ll join a mission-driven team advancing the science of genetics and discovery. You’ll have the opportunity to shape meaningful campaigns, tell compelling brand stories, and collaborate with talented professionals who share your passion for creativity, curiosity, and impact.","description_format":"text","description_chars":6548,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Genomics & Genetic Testing"],"lifecycle":[{"event":"open","at":"2026-10-12T17:09:34Z"}],"visa":[],"liveness":{"score":69,"band":"ok","label":"Likely open","p_open":1,"p_active":0.762,"p_room":0.9,"age_days":12,"expected_fill_days":33,"reasons":["conf:3","win:mid"],"computed_at":"2026-10-13T00:43:36Z"},"pay":null,"html_url":"https://alion.io/job/mydna-client-services-specialist","json_url":"https://alion.io/job/mydna-client-services-specialist.json","meta":{"generated_at":"2026-10-13T00:43:36Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1221,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":680223},"rest":"https://alion.io/mcp/rest/get_company?id=680223"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmydna-client-services-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmydna-client-services-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmydna-client-services-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/mydna-client-services-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmydna-client-services-specialist"}]}