BioRender is hiring a
Customer Experience Representative

Summary

BioRender is seeking a customer service-oriented individual with a passion for science to join their team as a Customer Experience Representative. The role involves providing real-time customer support, liaising with sales and product teams, and relaying user feedback to the product team. The ideal candidate has a bachelor's degree in the life sciences, strong English communication skills, at least 1 year of customer service experience (preferably in a SaaS or technology company), and is legally authorized to work in New Zealand.

Requirements

• Bachelor's degree in the life sciences
• Legally authorized to work in New Zealand
• Strong and reliable internet connection
• Strong written and verbal English communication skills. Second language skills, particularly German, are an asset
• 1+ years of experience in customer service (ideally in a SaaS or technology company)
• Experience using Zendesk, Intercom, or other customer support platform

Responsibilities

• Monitor and manage customer chat requests, providing real-time customer support and resolving any technical issues
• Liaise with the sales and product team to provide users the best possible experience
• Relay feedback from users to the product team, ensuring we address any technical glitches or bugs
• Understand user satisfaction and track NPS scores
• Monitor our company phone line and support email, responding to queries when they happen

Preferred Qualifications

• Self-starter with ability to thrive in a fast-paced environment
• Strong attention to detail

Benefits

• We are mission-driven, and work collaboratively towards our shared vision of improving scientific communication and accelerating scientific discovery
• BioRender figures have appeared in more than 16,000 publications!
• It’s a product that users love! We have a world-class NPS and a community of loyal fans
• We are in the top quartile for profitability and year-over-year revenue growth, with users in 200+ countries
• BioRender is an equal opportunity employer, and an inclusive hiring process and work environment is a part of our DNA
• We’re remote-first and have team members across Canada and the United States. A physical office in Toronto is available, but you have the flexibility to work from anywhere
• We’re backed by top investors, accelerators, and some of the most successful life science entrepreneurs and philanthropists in the world including Y Combinator, Malala Fund founders, and Fifty Years VC
• We are committed to building a warm, inclusive, and diverse environment. Check out how we make sure our employees come first