Customer Experience Representative, biorender
More information about location
Scientific diagram creator
Job no longer available
Scientific diagram creator
201-500 employees
Job no longer available
More information about location
201-500 employees
Company mission
To accelerate the world’s ability to learn, discover and communicate science.
Role
Who you are
- 1+ years of experience in customer service (ideally in a SaaS or technology company)
- Bachelor's degree in the life sciences
- Strong interpersonal skills
- Experience using Zendesk, Intercom, or other customer support platform
- Interest / knowledge in the life sciences
- Self-starter with ability to thrive in a fast-paced environment
- Strong attention to detail
- Legally authorized to work in Canada
What the job involves
- 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
Otta's take
Xav Kearney
CTO of Otta
One of the best ways for science students and experts to communicate ideas is through diagrams, but not everyone has the illustration skills to pull this off. Whilst computer graphics can be used instead of manually drawing scientific imagery, the lack of a dedicated resource for such images prevents diagrams from being consistent and professional.
Biorender hosts thousands of pre-made icons and templates to be used in the creation of diagrams across over 30 different life science fields. The resources follow consistent quality standards and can be dragged and dropped within the platform to create scientific diagrams, to be used by students, teachers, labs, and educational institutions.
Other visual libraries that include scientific icons and templates exist for the creation of diagrams, but Biorender has presented a novel idea with its exhaustive library, offering to produce missing icons on demand within 48 hours. The entire library is free to use alongside basic design features by individuals for educational purposes, with more advanced features and paid licenses being available for labs and institutions. Its success at visualising complex diagrams and information has helped Biorender achieve several rounds of substantial funding.
Insights
Company
Funding (last 2 of 3 rounds)
Apr 2023
$17.1m
SERIES A
Jan 2018
$0.1m
SEED
Total funding: $17.3m
Company benefits
- Health Benefits: Comprehensive health and dental benefits for you and your family from your first day, including an EAP, HSA, and extended mental health benefits.
- Recharge Long Weekends: In addition to vacation days, our 3 annual BioRender Recharge long weekends offer you a chance to unplug and reset!
- Stock Options: Our employees are also part-owners of BioRender and reap the benefits of their shared hard work.
- Parental Leave Benefits: To help your growing family while you're away from work, we offer a salary top up and even a new baby bonus!
- PAW Perks: Keep your furry family members healthy with our Pet & Animal Wellness veterinary bill reimbursement program.
- Learn and Grow: We'll support your professional growth through regular goal-setting, mentorship, and an annual professional development budget for courses and conferences.
- Team Events: Virtual lunch and learns, show & tells, games, and happy hours help us to stay connected in a remote-first environment.
- In-person Hackathons: Twice per year, we bring our whole team together in Toronto for a week of innovative team work, and cap it off with a company social!
- Work from Anywhere: Our team members have the flexibility to work from another country for up to 3 months per year.
Company values
- Team first (best picture, not best actor): We are collaborative and accountable; we acknowledge and celebrate each other’s wins and treat each other with respect.
- User obsessed: We go above and beyond to deliver a world-class experience for our team, customers, and candidates; we ‘act out the scene’ to understand our users’ needs and in turn create raving fans.
- Demand excellence: We are on a continual path of self-improvement; we demand excellence of ourselves and of each other.
- We know nothing: We seek to find the root cause (first principles problem solving); we are humble, self-aware, and seek to be proven wrong.
- Transparency (Candor with care): We welcome and offer transparent feedback; when someone has “spinach in their teeth”, we tell them candidly yet compassionately.
- Take action, and ownership: If it’s to be, it’s up to me (we are drivers, not passengers); we take bold calculated risks, and learn from the results.
- Invent and Simplify: We are creatively resourceful; we turn chaos into order, and we communicate clearly and concisely.
- Ruthlessly prioritize: We focus AND execute: we build the right thing, then build the thing right.
Company HQ
Wellington Place, Toronto, ON
Articles
Founders
Shiz Aoki
(Co-Founder & CEO)Experience as Lead Science Illustrator for National Geographic. Also Founder and Medical Illustrator for Anatomize Studios Inc.
Katya Shteyn
(Co-Founder & CTO)Experience as Software Engineer for Dropbox and as a Software Engineering Intern for Google.
Ryan Marien
(Co-Founder)Co-Founder of SnapSaves. Also Founded Buytopia.ca.
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