Customer Experience Representative

• Thrives in a fast-paced environment

• Curious, loves asking questions, and thinks outside of the box

• Dedicated to building both a product and an experience that users love

• Wants to revolutionize how science is communicated around the world

• Monitor and manage customer chat requests, providing real-time customer support and resolving any technical issues

• Liaise with the sales and product team to provide users the best possible experience

• Relay feedback from users to the product team, ensuring we address any technical glitches or bugs

• Understand user satisfaction and track NPS scores

• Monitor our company phone line and support email, responding to queries when they happen

• Bachelor's degree in the life sciences

• Legally authorized to work in New Zealand

• Strong and reliable internet connection

• Strong written and verbal English communication skills. Second language skills, particularly German, are an asset.

• 1+ years of experience in customer service (ideally in a SaaS or technology company)

• Experience using Zendesk, Intercom, or other customer support platform

• Self-starter with ability to thrive in a fast-paced environment

• Strong attention to detail

• We are mission-driven, and work collaboratively towards our shared vision of improving scientific communication and accelerating scientific discovery: BioRender figures have appeared in more than 16,000 publications!

• It’s a product that users love! We have a world-class NPS and a community of loyal fans. Check out our Testimonials page to see what our customers are saying about us: https://biorender.com/testimonials/ 

• We are profitable, funded solely by user growth, and growing more than 200% YoY with users in 200+ countries.

• We're proud that half of our team members are women (including those in leadership positions), and 65% of our team are BIPOC! BioRender is an equal opportunity employer, and an inclusive hiring process and work environment is a part of our DNA

• We’re remote-first and have team members across Canada and the United States. A physical office in Toronto is available, but you have the flexibility to work from anywhere.

• We’re backed by top investors, accelerators, and some of the most successful life science entrepreneurs and philanthropists in the world including Y Combinator, Malala Fund founders, and Fifty Years VC.

• We are committed to building a warm, inclusive, and diverse environment. Check out how we make sure our employees come first.

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