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 resolution
Lead 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

5+ years of customer support, customer success, or account management experience in a software environment
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
Experience working in a lab environment, and/or education in analytics, statistics, chemistry, molecular biology, bioinformatics, and/or genomics industry (optional)
Experience working alongside offshore teams or in a follow-the-sun support model (optional)

Customer Support Associate

Key skills