Helix is hiring a

Customer Care Representative

San Diego, United States

Helix is empowering every person to improve their life through DNA. We believe in a world where every person benefits from their biological information and is able to help all of humanity lead better lives.

To do this, we're building a diverse ecosystem of high-quality content partners in areas like Health, Fitness, Nutrition, Family, Genealogy and Lifestyle.  

We are looking for a customer-oriented Customer Care Associate to act as a liaison, provide product/services information and resolve any emerging problems that our customers might face with accuracy and efficiency. The target is to ensure excellent customer care standards and maintain high customer satisfaction.


  • Effectively manage large amounts of incoming calls, emails and social media interactions
  • Be an advocate for the customer and provide leadership with insights and suggestion for SOPs and resources that could improve the overall Helix customer experience
  • Correctly identify and assess customers’ needs to achieve satisfaction
  • Build trust through active listening and open and interactive communication
  • Provide accurate, valid and complete information by using the right methods/tools
  • Meet personal/team ticket handling quotas
  • Provide appropriate solutions within reasonable time and follow up to ensure customer satisfaction
  • Keep records of customer interactions, and tag case appropriately to allow analysis and process improvement
  • Follow communication procedures, guidelines and policies
  • Go the extra mile to provide excellent customer care
  • As an agent on the frontlines, identify chronic/recurring issues and escalate to management/appropriate parties when necessary


  • A passion for helping customers
  • Empathy for customers with an instinct to go above and beyond to help reach a resolution
  • Proven customer support experience
  • Strong phone contact handling skills and active listening
  • Strong writing skills
  • Familiarity with CRM systems and practices
  • Customer orientation and ability to adapt/respond to different types of characters
  • Excellent communication and presentation skills
  • Ability to multi-task, prioritise, and manage time effectively
  • College degree