Customer Support Specialist

About the Role

The Customer Support Specialist will serve the first point of contact for Plasmidsaurus customers, delivering fast, consistent, and empathetic Tier 1 support. This newly created role will be empowered to resolve most inquiries independently, will understand escalation effectively, and contribute to standardized workflows, process improvements, and cross-functional collaboration with a customer-first mindset.

Responsibilities

• Respond to customer inquiries via email and phone in a timely and professional manner.
• Provide accurate information about our products and services to clients.
• Utilize internal systems with meticulous attention to detail to ensure rapid and precise inquiry resolution.
• Identify and escalate complex issues to the appropriate departments.
• Maintain accurate records of customer interactions and support cases.
• Assist with quality control checks to uphold operational standards.
• Provide feedback to improve workflows, documentation, and overall customer experience.

Qualifications

• 4-year degree in Biological Sciences or similar, preferred.
• 1-3 years previous experience in customer service or client support, working in a support, help desk, or client facing role.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication and customer service skills with a proactive, solutions-oriented mindset.
• Ability to work independently and collaboratively in a fast-paced startup environment.
• Experience with ticketing services like Service Hub, Zendesk, Service Cloud, etc.
• Experience with HubSpot, Salesforce, or other CRM systems is a plus.

Preferred

• Contributed the development of training documentation.
• Experience in Biotech, Medtech, or Healthtech.
• Knowledge in the lab testing process for sequencing.
• Familiarity with bioinformatics tools and NGS data analysis.

We encourage you to apply even if your experience doesn't perfectly align with the job description as we seek out diverse and creative perspectives. Team members who love to learn and collaborate in an inclusive environment will thrive with us. We are an equal opportunity employer and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If you need additional accommodations to feel comfortable during your interview process, please let us know at

careers@plasmidsaurus.com.