Customer Experience Associate

About the role

BioRender is seeking a Customer Experience Associate to provide fast, accurate, and empathetic support to its users via email, chat, and phone. You will be the primary touchpoint for customers, helping them adopt and succeed with BioRender’s science communication platform.

Key responsibilities

• Deliver timely, courteous support across email, chat, and phone, handling all ticket types.
• Troubleshoot technical issues, document findings, and escalate to Engineering, Product, Customer Success, or Sales with clear context.
• Identify recurring user issues and surface insights to improve the product.
• Contribute to the voice of the customer by reporting bugs, friction points, and feedback.
• Leverage AI tools (Ada, Claude) to automate routine tasks and enhance response quality.
• Participate in team initiatives such as documentation, process improvements, and knowledge‑base updates.
• Maintain up‑to‑date product knowledge and monitor CSAT metrics.

Required profile

• 1+ years of customer service experience, preferably in a SaaS or technology environment.
• Bachelor’s degree in life sciences or a related field.
• Strong written and verbal communication skills with a focus on empathy.
• Ability to work collaboratively in a fast‑paced, high‑output team.

Required skills

• Proficiency with AI assistance tools such as Ada and Claude.