Customer Experience Associate

About the company

BioRender’s purpose is to speed up how people learn, discover, and share science by making scientific communication clearer, more open, and easier to understand. The team is building the next generation of science communication and is seeking people who want to help turn that mission into reality.

Role overview

The Customer Experience Associate is a first-line support team member who provides quick, accurate, and thoughtful help to BioRender users by email, chat, and phone. The role covers a wide variety of customer questions and ticket types, and it plays an important part in shaping how users experience and adopt the product.

In addition to resolving issues, the role involves bringing customer feedback, product friction, and bugs to the right internal teams. You’ll work closely with colleagues across the company, use AI-enabled tools to improve speed and quality, and help strengthen the customer experience function through ongoing process and knowledge-sharing work.

What you will do

• Respond to customers quickly and with care across email, chat, and phone, making sure answers are accurate and empathetic.
• Support all categories of tickets across different customer groups, building the product knowledge needed to help users throughout their journey.
• Investigate technical problems carefully, document the details, and escalate to Engineering, Product, Customer Success, or Sales with enough context, clear next steps, and focused questions.
• Decide when a different support channel would be more effective and switch the conversation accordingly, such as moving from email to a call.
• Spot repeated themes in user issues and share those patterns with the team through the appropriate feedback channels.
• Act as the customer’s voice by relaying bugs, friction points, and user feedback in a way that helps Product and Engineering prioritize.
• Use AI tools such as Ada and Claude in day-to-day work to improve efficiency while freeing time for higher-value support tasks.
• Take part in work beyond the inbox, including documentation, process improvements, retrospectives, and knowledge base updates.
• Stay up to date on product releases and feature changes, and understand how updates affect different user groups.
• Track your own CSAT and the team’s CSAT, and interpret your performance in the context of wider team and company goals.

Requirements

• At least 1 year of experience in customer service, preferably in a SaaS or technology setting.
• Bachelor’s degree in life sciences or a closely related field.
• Strong written and spoken communication skills with a professional tone.
• Careful, detail-focused approach to troubleshooting, explaining options, and documenting knowledge for others.
• Ability to work comfortably in a fast-changing environment where priorities can shift quickly.
• Ownership mindset: you speak up with ideas, question the status quo, and take initiative without being prompted.
• Comfort using AI-powered support tools and automation to improve both speed and quality.
• Team-first attitude with a willingness to share knowledge and work toward shared goals.
• Experience with Zendesk or a similar ticketing system is preferred.
• Familiarity with tools such as Slack, Retool, Stripe, Looker, or Hex is preferred.
• Experience helping scientific or research-focused users is preferred.
• Remote-first working style suited to collaboration with distributed teams across Canada and the U.S.
• Applicants must be legally able to work in a remote role for the United States.

Success expectations

By 6 months, the person in this role is expected to independently manage email, chat, and phone inquiries across the full ticket mix; write strong escalations that do not need follow-up clarification; move between communication channels when needed; complete at least 40 replies per business day while keeping personal CSAT at 90% or higher; use AI tools regularly in daily work; and keep building product knowledge through questions, learning, and feedback.

By 12 months, the associate should be identifying recurring user trends and surfacing them proactively, contributing to at least one team initiative beyond regular queue work, understanding trends and segment-level patterns in the data, becoming a go-to resource for teammates in their area, and showing early signs of readiness for IC2-level ownership and strategic thinking.

Why join BioRender

• The company is mission-driven and focused on improving scientific communication and accelerating discovery; BioRender figures have been used in more than 54,000 publications.
• The product is used and appreciated by millions of people, with strong NPS and loyal users in more than 200 countries.
• The business is supported by leading investors and accelerators, including Y Combinator, and is growing at a pace similar to top SaaS companies.
• The company follows a remote-first model with team members across Canada and the U.S., giving flexibility to work from anywhere.

Equal opportunity and privacy

BioRender is an equal opportunity employer and welcomes applicants from all backgrounds. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. By applying, you agree to the handling of your personal information by BioRender in line with GDPR and its Privacy Policy.