Customer Support Specialist

About Plasmidsaurus

Plasmidsaurus is on a mission to accelerate new cures and promote a healthier planet by unlocking a new level of productivity for scientists who use DNA tools to bring their ideas to life. Our DNA sequencing tools are used daily by thousands of innovators, including Nobel prize winners, dynamic biotech startups, research labs, and DIY biohackers. Our global network of labs operates day and night to enable world-changing discoveries. In 2024, we saved these scientists 2 million hours of time, radically accelerating their research. Every team member at Plasmidsaurus plays a crucial role in driving forward the future of biotech research.

About the team

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.

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.

Working Hours: Monday to Friday, 9:00am-5:00pm CDT with ability to be flexible as required for coverage.

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 [email protected].