Customer Experience Representative, BioRender
Scientific diagram creator
Open for applications
Scientific diagram creator
201-500 employees
Open for applications
201-500 employees
Company mission
To accelerate the world’s ability to learn, discover and communicate science.
Role
Who you are
- We’re looking for a customer service-oriented individual with a passion for science to join our team as a Customer Experience Rep
- Thrives in a fast-paced environment
- Curious, loves asking questions, and thinks outside of the box
- Dedicated to building both a product and an experience that users love
- Wants to revolutionize how science is communicated around the world
- Bachelor's degree in the life sciences
- Legally authorized to work in Ireland
- 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
- Self-starter with ability to thrive in a fast-paced environment
- Strong attention to detail
What the job involves
- You will provide lightning-fast responses to our users, making sure they get help when and where they need it
- Your focus will be on providing above-and-beyond customer support, with the goal of creating a positive, rewarding experience as a result of every interaction
- 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
Application process
- We want to get to know you! As a part of our application process below, we require you to submit a short (1-2 mins max) video. Please answer the following question in your video:
- Why are you interested in joining the Customer Experience team at BioRender?
- We recommend using a free tool like Loom or Vidyard to record your video; you can also use your phone or webcam
Our take
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.
Steph
Company Specialist
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.
- Flexible Time Off: Our "Flexible Vacation" policy gives you the flexibility to take time off when you need it, so you can unplug, recharge, and come back refreshed.
Company values
- First Principles: We seek to understand the root causes of a problem before moving to action. We do this by repeatedly asking why, until we’ve understood the core of what we’re solving and how to tailor our solutions for our unique context.
- User Obsessed: We believe in understanding our users so deeply that we’re able to create experiences for them that they didn’t know to ask for.
- Debate for Excellence: We push ourselves and each other to reach the best answer together using open debate.
- Drivers, Not Passengers: We take initiative and make progress instead of waiting for others to do it for us. And we create the conditions for others to do the same.
- Simple and Clear: We use simple, clear language especially when we’re communicating complex or technical concepts.
Company HQ
Wellington Place, Toronto, ON
Articles
Leadership
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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