Customer Experience Associate

Role Summary

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.

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

Qualifications

Required:

• 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

Preferred

• Experience with Zendesk or similar ticketing platforms

• Familiarity with tools like Slack, Retool, Stripe, Looker, or Hex

• Experience supporting scientific or research-oriented users

Success Metrics

At 6 Months

• Independently handling email, chat, and phone inquiries across all ticket types with confidence

• Comfortable collaborating with internal teams (Engineering, Product, Customer Success, Sales) and writing escalations that are clear and actionable without requiring follow-up clarification

• Quick to shift communication channels when the conversation calls for it

• Consistently completing at least 40 replies per business day while maintaining a personal CSAT of at least 90%

• Actively using AI tools (Ada, Claude) as part of daily workflow

• Continuously learning — asking questions, building product knowledge, seeking feedback

At 12 Months

• Identifying recurring user patterns and proactively surfacing insights — seeing the system around the work, not just resolving individual tickets

• Contributing to at least one team initiative beyond inbox work (documentation, process improvement, retrospective, or similar)

• Demonstrating data awareness beyond personal metrics — understanding volume trends, segment-level patterns, and how individual work connects to broader CX outcomes

• Building enough domain depth that teammates begin routing questions their way

• Showing early signs of IC2 readiness: strategic thinking about user pain points, ownership mentality over a developing area of expertise, and growing cross-functional awareness