Genetic Results Specialist

About Embark

Embark’s mission is to delight dog lovers with products and services that deepen the connection between people and their dogs. Its dog DNA test, recognized by The New York Times as a leading option, helps advance personalized pet care through science. Developed with leaders in canine genetics and in collaboration with Cornell University, the Embark Dog DNA Test gives insights into breed composition and genetic health risks so owners, breeders, and veterinarians can make more informed care decisions.

The company describes itself as people-first, with a culture that encourages every team member to contribute ideas and make an impact. Embark is seeking motivated people who want to help push innovation forward in the pet care technology space.

Role overview

In this position, you will support pet parents and breeders who are trying to understand Embark DNA results and related health screening reports. You’ll serve as a knowledgeable, approachable point of contact for important customer moments and help customers make sense of the science behind their reports.

You will work closely with the Science team to answer complex or previously undocumented questions, and you will partner with Engineering by flagging bugs with clear, actionable documentation. The role also calls for curiosity, initiative, and the willingness to step in wherever support is needed.

What you will do

• Answer customer questions about dog DNA results and resolve them in a way that creates a strong customer experience.
• Track and maintain performance against team metrics such as First Reply Time, Average Handle Time, and Customer Satisfaction.
• Draft, revise, or improve response templates and internal handling processes when needed.
• Expand internal knowledge resources wherever gaps are identified.
• Work with the Science team to build accurate responses for questions that are not yet documented.
• Record software bugs in detail so engineers can investigate and fix them efficiently.
• Contribute to ongoing process improvements that streamline support operations and reduce ticket handling time.

What the company is looking for

• 1 to 2 years of experience in a customer support position, ideally within a startup setting.
• Comfort working in a fast-moving, change-oriented environment.
• Clear, concise, and considerate written communication, along with strong attention to detail.
• Experience improving documentation, wording, or support processes.
• Comfort using technology and support tools.
• Ability to organize, prioritize, and manage multiple tasks at once.
• A science or genetics background is helpful but not mandatory.
• Experience with CRM platforms or ticketing systems is a plus.

Benefits and perks

• Flexible vacation policy, allowing time off as needed.
• Paid parental leave, plus paw-ternity leave for new pet parents.
• Every other Friday off during the summer.
• Subsidized pet insurance.
• Benefits that combine startup culture with larger-company coverage, including 401(k) matching, a generous bonus structure, commuter benefits, and premium healthcare.
• Competitive pay and stock options.
• Choice of a new MacBook Pro or Windows device.
• Support for continuing education, including conferences, learning materials, and career development opportunities.

Compensation

The stated annual salary range for this role is $50,000 to $60,000.

Equal opportunity statement

Embark is an equal opportunity employer and considers applicants without regard to race, color, ancestry, religion, sex, national origin, citizenship, sexual orientation, age, disability, marital status, gender identity or expression, veteran status, or any other legally protected status. The company also references EEO is the Law.