Customer Care Associate at Science Exchange
Palo Alto, CA, US
We are looking for a recent graduate (B.A. or B.S.) to join our team! Do you have a background in biology or another life science, a passion for delivering excellent customer experience, and an interest in learning more about drug discovery and biotechnology? If so, a role in customer care at Science Exchange may be the perfect fit for you. 
 
You’ll have the opportunity to learn about our business and the drug discovery/biotech industry while interacting directly with our customers as part of a motivated and collaborative team.

Responsibilities:

    • Provide our customers with outstanding service in all stages of their experience from marketplace navigation and account settings to provider selection and support
    • Be a Science Exchange product and marketplace expert to help current and potential customers advance their research objectives
    • Build trust with clients and ensure compliance with company policies and regulations
    • Collect customer feedback to share with engineering and product teams to continually improve the Science Exchange platform
    • Improve support processes and increase efficiency to allow the team to maintain a high level of support as the customer base grows

Requirements:

    • Undergraduate degree (B.A. or B.S.) in the physical or life sciences, research/ laboratory experience preferred
    • Technical support or customer support experience is a plus 
    • Outstanding organization, planning, critical thinking and problem-solving skills; you should be detail-oriented and able to organize your own workflow with direction from your manager
    • Technical proficiency in web-based software and ability to quickly learn our tools and product functionality
    • Interest in researching and discussing a wide range of scientific topics 
    • Passion for customer service and ownership of the customer experience, including comprehensive issue resolution
    • Excellent verbal and written communication skills, able to respond informatively, concisely, and rapidly to inquiries
    • Tenacity, patience, and a willingness to learn. Must have a can-do/will-do attitude; able to execute in a high-pressure, fast-moving work environment.
About Science Exchange:
 
We are a fast-growing company on a mission to enable breakthrough scientific research. We connect researchers and service providers through our online marketplace and hands-on concierge service, and promote scientific collaboration that will help improve the quality and efficiency of research. Our headquarters are in Palo Alto, California, but we are a truly global company with employees all over the U.S., Europe and Asia/Pacific. Our talented and passionate team includes developers, designers, marketers, and scientists that are charged with bringing intellectual rigor and creativity to every decision we make. We have a radically candid culture in which we hold each other to high expectations. 
Ready to join us?

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