• Location
    • Palo Alto
  • Date Posted
  • Jun. 14, 2021
  • Function
  • Technical & Customer Support
  • Sector
  • Healthcare

Seniority Level: Associate

Industry: Information Technology & Services, Computer Software, Start-up, Biotechnology, Biopharma, Pharmaceuticals

Employment Type: Full-time

  • Job functions: Customer Support, Technical Support
  • Location: Remote, flexible, EST business hours required

Summary:

We are looking for a Customer Care Associate with 2-3+ years of experience in customer service, customer success, or technical support in the life science industry, to join our highly talented and growing Revenue team.

About you:

The individual will have a scientific educational background, have a customer-centric mindset with a passion for delivering an excellent customer experience, and be familiar with life sciences R&D, specifically the drug discovery and development process. A background in customer service, technical support, or customer success in the SaaS or life-science industry is ideal. The ideal candidate should be a self-starter with a proven track record of driving customer engagement. You should be highly driven and able to thrive and prioritize correctly in a fast-paced environment. You should be software technology savvy and able to liaise between the customers and internal stakeholders to share feedback and resolve any issues. Most importantly, you should be customer obsessed and passionate about the opportunity of using software to streamline and transform the way research outsourcing is conducted to enable breakthrough scientific discoveries.

About Science Exchange:

Science Exchange is an award-winning enterprise B2B marketplace platform that is changing the way R&D outsourcing is conducted. Currently implemented at the majority of the top 50 global biopharma organizations, Science Exchange has paved a market leading position, saving thousands of hours for scientists and operations, and millions in cost savings for our customers across the world. Science Exchange was seeded out of Y Combinator in 2011 and has raised nearly $70M from top venture funds including USV, Maverick Capital, and Norwest Venture Partners. Our headquarters are in Palo Alto, California, but we are a truly global company with employees all over the U.S., Europe and Asia/Pacific. Our talented and passionate team includes developers, designers, marketers, and scientists that are charged with bringing intellectual rigor and creativity to every decision we make.

About the Role

  • Provide support to requesters and providers in a timely manner, with high quality and customer centric approach
  • Professional, helpful customer service communication in email, on product, and on phone calls
  • Troubleshoot bugs and escalate based on level of disruption, expected behavior, and understanding customer needs
  • Handle escalations and assist in cross-functional issue resolution
  • Manage multiple support related workflows (i.e., inbound inquiries, change orders).
  • Proficiently use our CRM (Salesforce) to document and track all ticket resolutions and customer interactions.
  • Onboard new users and provide them with continuous training and support as they become regular users of Science Exchange’s SaaS platform.
  • Work cross-functionally to improve the product based on feedback from the customers - be the Voice of Customer.
  • Become an expert on Science Exchange product and be able to train users on newly released features.

Specific qualifications & requirements

  • B.S. degree in a science field required
  • 2-3+ years of experience in customer-facing roles, including but not limited to, customer service, customer success or technical support in the SaaS or life science industries
  • Proficiency in Salesforce and JIRA
  • Strong verbal and written communications skills
  • Attention to detail and ability to work simultaneously on multiple priorities
  • Familiarity with biopharma operations, drug discovery and development, and the R&D outsourcing market
  • EST business hours

Ready to join us?

Science Exchange is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

Privacy Policy

Ready to join us?

Science Exchange is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.