Director of Customer Service - Othram : Job Details

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 agencies—both in the United States and internationally—to 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 don't just solve cases—we 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 justice—justice for everyone, everywhere—then Othram is the place for you.

About the Role

As the Director of Customer Service, you'll 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

• Extensive experience managing customer service operations for both internal and external stakeholders.
• Proven ability to handle a high volume of inquiries while maintaining a client-focused approach.
• Experience working closely with operational teams, sales, and account management.
• Proficiency with ticketing systems like Zendesk and resolving technical/process-based issues.
• Strong cross-functional collaboration skills to tackle complex challenges.
• Adaptability and ownership in diverse, high-pressure environments.
• Excellent communication skills for explaining technical solutions and engaging with diverse audiences.

Preferred Competencies and Experience

• Experience in service-based businesses within highly regulated industries (e.g., medical, financial services).
• Familiarity with compliance frameworks like HIPAA or similar regulations for handling sensitive information.
• Track record of building and scaling customer service programs in fast-paced settings.
• Leadership Experience with a hands-on approach to program development and problem-solving.
• Proven ability to thrive in high-pressure scenarios while delivering results.

What Makes This Role Unique

• High-Stakes Impact:
• Lead a team that supports law enforcement agencies and stakeholders solving critical forensic cases.
• Innovative Environment:
• Represent a pioneering organization that integrates lab services, advanced technology, and forensic software development.
• Scalable Systems Development:
• Create processes and solutions that evolve with the company's growth, leaving a lasting impact on Othram's mission-driven work.

Compensation and Benefits

• Competitive salary and benefits package
• Unlimited PTO
• Opportunities for professional growth within a mission-driven organization
• Work in a collaborative and innovative environment at the forefront of forensic science

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.