Customer Support Representative
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Customer Support Representative
Full-time, Hybrid (Wroclaw - Poland)
Job Description
The Customer Support Representative (CSR) is the first person most customers talk to when they have a question, some feedback, or a problem. You'll provide clear, accurate solutions and follow up to make sure every issue is fully resolved.
This role is a great fit for someone with a science background who enjoys working with people. You'll need excellent communication skills, a friendly and patient attitude, and a strong grasp of our product and services so you can confidently answer whatever customers bring to you.
Key Responsibilities
- Manage customer support tickets and respond promptly across all channels
- Provide accurate, complete, and timely information using the right methods and tools
- Partner with the support engineering team to coordinate fixes, then follow up to confirm full resolution
- Work closely with the Product and Development teams to advocate for customer needs and resolve issues
- Identify and assess each customer's needs to ensure their satisfaction
- Follow established communication procedures, guidelines, and policies, and keep your KPIs up to date
- Go the extra mile to engage customers and build lasting relationships
Experience and Qualifications
- BSc or MSc in Life Sciences (or a closely related field)
- Laboratory bench experience is a plus – ideally in the biotech or pharmaceutical industry (Labguru or Mosaic experience is a plus)
- Native‑level English; additional languages are a welcome bonus
- Strong customer orientation, with the ability to adapt and respond to a wide range of personalities
- Excellent multitasking, prioritization, and time‑management skills
- Demonstrable leadership skills, comfortable working both independently and as part of a team
- Excellent communication and presentation skills
- Willingness and flexibility to work variable hours when needed
- Programming/technical skills are a plus
What We Offer
- An international working environment with daily collaboration across teams in the US, UK, Israel, and Poland.
- Competitive salary aligned with your experience and the local market.
- Stable employment in a growing company serving leading global pharmaceutical organizations.
- Structured onboarding program and ongoing professional development opportunities, including access to training and certifications.
- The chance to work with a modern SaaS product at the intersection of technology and life sciences.
- Supportive and collaborative team culture that values initiative and continuous improvement.
- Flexible working arrangements with a balance of remote and on-site work.
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