Customer Support Specialist

Plasmidsaurus

34d

About The Position

Plasmidsaurus does not just provide DNA sequencing—we deliver exceptional support to the scientists who use our services daily. We ensure that they select the right service to solve their specific research questions and rapidly develop and deploy new services when our clients need them. Our Customer Support team interacts with clients around the world to ensure they get the most out of our service, providing the highest level of support for their general inquiries and help establish realistic expectations.
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 role will be empowered to resolve most inquiries independently, will understand effective escalation pathways, and contribute to standardized workflows, process improvements, and cross-functional collaboration with a customer-first mindset.

Requirements

• 1-2 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 or Service Cloud, and experience with Phone Queue systems.
• Extensive experience with HubSpot, Salesforce, or other CRM systems is a plus.

Nice To Haves

• 4-year degree in Biological Sciences or similar, preferred.
• Contributed the development of training documentation.
• Experience in Biotech, Medtech, or Healthtech.
• Familiarity with bioinformatics tools and NGS data analysis.

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.

What This Job Offers

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