Customer Experience Associate

BioRender Inc.

4d

About The Position

The Customer Experience Associate is a frontline support role responsible for
delivering fast, accurate, and empathetic support to BioRender users across
email, chat, and phone. This person resolves inquiries across all ticket types
and customer segments, serving as a key touchpoint in the customer experience
that directly shapes how users perceive and adopt BioRender's products.

Beyond resolving individual inquiries, the Associate contributes to the voice of
the customer by surfacing patterns, bugs, and feedback through established
channels. They are expected to work collaboratively with internal teams,
leverage AI tools to enhance their efficiency and quality, and contribute to
team initiatives that strengthen the CX function over time. This role operates
within a lean, high-output team where initiative, adaptability, and clear
communication are essential.

Requirements

• 1+ years of experience in customer service, ideally in a SaaS or technology environment
• Bachelor's degree in the life sciences or a related field
• Clear, professional written and verbal communication
• Thorough and detail-oriented in troubleshooting, explaining options to users, and documenting knowledge for the team
• Comfort in a fast-paced environment where priorities shift quickly based on new information or changing timelines
• Initiative and ownership: voices ideas, challenges the status quo, and acts without waiting to be told
• Comfort with AI-driven support tools and a mindset toward leveraging automation to improve both efficiency and quality of support
• Collaborative and team-oriented: works toward shared outcomes, shares knowledge, and actively supports teammates

Nice To Haves

• Experience with Zendesk or similar ticketing platforms
• Familiarity with tools like Slack, Retool, Stripe, Looker, or Hex
• Experience supporting scientific or research-oriented users

Responsibilities

• Deliver fast, accurate, and kind support across email, chat, and phone; resolving inquiries with thoroughness and empathy
• Handle the full range of ticket types across customer segments, developing the product knowledge required to support users at every stage of the customer lifecycle
• Troubleshoot technical issues with precision and care, documenting findings and escalating to Engineering, Product, Customer Success, or Sales with clear context, suggested next steps, and specific questions
• Recognize when a conversation would be better served through a different channel and proactively shift modality (e.g., moving from email to a call) to improve the customer's experience
• Identify recurring patterns in user issues and proactively surface insights to the team and through established feedback channels
• Contribute to the voice of the customer: relaying bugs, product friction, and user feedback in a way that helps Product and Engineering prioritize what matters
• Leverage AI tools (Ada, Claude) in daily workflows; using automation strategically to improve speed and quality while unlocking capacity for deeper, higher-value work
• Participate in team initiatives beyond individual queue work, including documentation, process improvements, retrospectives, and knowledge base contributions
• Maintain and continuously build product knowledge, staying current on releases, feature updates, and how changes affect different user segments
• Monitor individual and team CSAT across customer segments, understanding personal performance in the context of broader team and organizational goals

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level