Customer Support Associate

What do we need

We are looking for a Customer Support Associate to join our Customer Success Group. This posting covers multiple positions and candidates may be hired with a stronger focus on technical escalations or on customer success and relationship management, but everyone on this team is expected to flex across both as needs evolve.

The right person for this role thrives on solving complex problems, communicates clearly under pressure, and takes genuine ownership of their accounts and cases. You’ll be the person customers and internal teams turn to when the situation requires more: more context, more judgment, more follow-through.

We are in an active period of change as we integrate with our parent company. Systems and processes are evolving. You’ll collaborate across Finance, DevOps, Product, QA, and Sales, not just the Support org. The ability to work across functions, communicate proactively, and help bring structure to ambiguous situations is as important as any technical skill.

In this role you will get to

• Own resolution of incoming and escalated support cases including basic product troubleshooting, license transfers, account setup, software installation and activation, quoting and order processing, and requests that require deeper investigation or judgment
• Partner with Sales on compliance, quoting, and order processing for key accounts, when applicable
• Work across multiple software products and support platforms
• Collaborate with Finance, DevOps, Product, and Quality Assurance to drive timely, complete resolution of technical and account-level issues
• Write clear, thoughtful responses to complex customer situations and work with the team to determine the best path to resolutionLead projects tied to payment collections, customer intelligence, account data hygiene, and content campaigns that improve the customer experience
• Track and actively manage the health of your customer accounts/engagements, with CSAT as a primary measure of success 
• Maintain consistent, high-quality customer engagement at every stage of the journey measured against monthly and quarterly targets, where applicable
• Surface customer feedback and product gaps to the Product team to influence roadmap priorities
• Partner with QA on new feature testing, bug reproduction, and cross-team communication for complex issues
• Work with support partners and scientific subject-matter experts to identify and close gaps in support and training/knowledge base content

While this is a remote role, it is a fixed shift with agreed-upon work hours. We handle escalations and support global customers for various products and SLAs in a timely manner, and this requires coverage and active engagement in a helpdesk-type working environment. Consistent, proactive communication with teammates and customers is required, especially given our collaboration sometimes includes an offshore team that depends on clear handoffs.  

We are looking for people who have 5+ years of customer support, customer success, or account management experience in a software environment. You are a fast learner who takes initiative, communicates clearly, and works well in a remote team environment. You’re comfortable when things are changing and can help establish process rather than just follow it.

The key skills we are looking for are:

• Hands-on experience with Zendesk or a comparable support/ticketing platform
• Demonstrated ability to manage customer cases end-to-end with clear written communication throughout
• Background in sales support, account management, or customer success with a track record of building lasting customer relationships
• Experience supporting technical or scientific software products, or the ability to get up to speed quickly on product and feature use cases
• A remote work track record that shows reliable availability, proactive communication, and the ability to stay aligned and engaged with customers and distributed teammates in a helpdesk environment without being managed closely

You may also have

• Experience working in a lab environment, and/or education in analytics, statistics, chemistry, molecular biology, bioinformatics, and/or genomics industry
• Experience working alongside offshore teams or in a follow-the-sun support model