Customer Experience Specialist, Graphing

BioRender Inc.

3d • Remote

About The Position

The Customer Experience Specialist, Graphing is a dedicated subject matter expert responsible for owning the support experience for BioRender's data analysis product. This individual serves as the primary point of contact for all inbound data analysis inquiries from users and internal teams, delivering high-touch, personalized support to full-serve partners (institution and enterprise accounts). They act as a bridge between users, Product, and Engineering: translating customer feedback into actionable product insights while ensuring researchers receive confident, knowledgeable support calibrated to their level of expertise.

This role initially supports general Customer Experience inquiries during onboarding and product ramp, then transitions to dedicated data analysis support as the beta launches and adoption scales.

Requirements

• Degree in data analysis, statistics, biostatistics, life sciences, or a related field with a strong quantitative foundation
• Working understanding of how data analysis and visualization are applied in the life sciences: including statistical tests used in peer-reviewed publications, figure panels, posters, and grant applications
• Hands-on experience with analytical tools such as GraphPad Prism or similar
• Experience in a customer-facing support or specialist role, preferably in a SaaS or technical product environment
• Strong written and verbal communication skills with the ability to adjust technical depth based on the audience
• Comfort operating in ambiguity, able to build processes and documentation in a pre-launch or evolving product environment
• Self-directed with a bias toward action; proactively identifies issues and drives improvements without direction

Nice To Haves

• Familiarity with Zendesk, Slack, Looker, Hex, or similar support and data tooling
• Experience supporting scientific or research-oriented users
• Prior experience in an early-stage product or beta launch environment

Responsibilities

• Serve as BioRender's subject matter expert for the data analysis product, owning inbound support across live chat, email, and internal escalations
• Deliver dedicated, responsive support to full-serve partners, tailored to each account's needs and coordinating alongside Account Executives and Customer Success Managers
• Engage users via calls and video chats as needed to resolve inquiries and build trust in the product and BioRender's support experience
• Communicate data analysis concepts, statistical methods, and visualization best practices at the appropriate level for each user;  from early-career researchers to experienced analysts
• Gather, synthesize, and relay user feedback to the Product team, identifying patterns that inform product development
• Partner with Engineering on escalations, bug reports, and deeper technical investigations
• Develop and maintain external knowledge base content as the product evolves
• Support general Customer Experience inbox inquiries during product ramp and as needed across the team
• Serve as the internal resource for data analysis questions across Customer Experience, Customer Success, and Sales

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 101-250 employees