Customer Support Representative

Job Description

Build What Matters Most—Families, Futures, and Your Career

Luminary Life Sciences (NextGen Genetics) is illuminating the path to parenthood for individuals and families by pioneering a comprehensive suite of life science services tailored to meet the specialized needs of patients throughout every step of the reproductive health journey. Our vision is to empower patients and health care professionals by offering innovative, customer-centered solutions that provide support from pre-conception to post-birth.

Opportunity Overview

We have an immediate opening for a Customer Service Representative to join our team at Luminary Life Sciences in San Jose , California .

• Schedule: Monday through Friday, from 9:00 AM to 5:30 PM Pacific Time
• Compensation: $24 per hour (commensurate with experience)

This role provides the opportunity to grow within a nationally respected organization while remaining closely connected to the patients and teams you support every day.

How You’ll Contribute

Under the supervision of the Customer Support Manager, the Customer Service Representative is responsible for managing customer queries and complaints. You will also be asked to process payments, modifications, and escalate complaints across several communication channels.

In this role, the Customer Service Representative will:

• Maintain a positive, empathetic, and professional attitude toward customers at all times
• Respond promptly to customer inquiries
• Communicate with customers through various channels
• Acknowledge and resolving customer complaints
• Know our services inside and out so that you can answer questions
• Process payments, forms, applications, and requests
• Keep records of customer interactions, transactions, comments, and complaints
• Communicate and coordinate with colleagues as necessary
• Provide feedback on the efficiency of the customer service process
• Ensure customer satisfaction and provide professional customer support
• Other duties as designated by management

What You'll Bring

We’re looking for professionals who bring both technical skill and a deep sense of responsibility to the care experience—individuals who thrive in environments where excellence, empathy, and accountability matter.

Qualifications and Skills Include:

• High school diploma, general education degree, or equivalent.
• Ability to stay calm when customers are stressed.
• Comfortable using computers.
• Experience working with customer support.

What We Offer

We are proud to provide a competitive , comprehensive benefits package designed to support our team members—professionally and personally—across all employment types.

Full-Time Employees (30+ hours/week)

• Medical, dental, and vision insurance
• 401(k) with company match
• Tuition assistance and professional development support
• Performance-based bonus opportunities
• Generous paid time off, paid holidays, and paid parental leave
• Life and disability benefits
• Fertility Discount Program
• Employee wellness and recognition programs

Part-Time Employees

• 401(k) with company match
• Performance-based bonus opportunities
• Employee wellness and recognition programs

Per Diem Employees

• 401(k) with company match
• Employee wellness and recognition programs

Our Commitment to Inclusion and Opportunity

We believe that a diverse workforce is essential to fulfilling our mission of expanding patient access to the highest standards of fertility care. We are committed to equitable and inclusive hiring practices that ensure our clinical and operational teams reflect and support the diverse communities and patients we serve.