Customer Support Specialist Jobs

The largest online histopathology company based in New York City. Our mission is to help biomedical researchers find cures by accelerating histopathology and enabling global collaboration. We are looking for a Customer Success Associate interested in joining us in our mission and making an impact in the scientific community.

Since its inception in 2013, we have doubled our month-over-month sales, driven primarily by customer referrals. We are profitable, won numerous awards, and are funded by prestigious investors, including Y-Combinator and Zhenfund. We are seasoned scientists with experience at leading academic institutions and have published high-impact research in top journals of biomedicine.

Over 1,000 paying customers globally from top academic institutions (e.g. MSKCC, Harvard, Stanford, HHMI) and pharmaceutical companies (e.g. CRISPR, Johnson & Johnson, Regeneron). We process tissue specimens and digitize all of the results, hosting our client’s data on a proprietary platform, PathologyMapTM. This platform not only enables industry-leading turnaround time for diagnosis, but also online viewing, sharing, and search. No other platform like this exists, so we are truly building something new that can bridge scientists, doctors, and patients from all over the world to conquer life-threatening diseases collaboratively instead of individually. This online platform also contains the world’s largest collection of pathology data and the first network of top pathologists.

If this all interests you and you're looking to join a dynamic team in a role that will involve intensive problem-solving and strong interpersonal and customer service skills, then please apply!

Essential Job Functions

• Work according to set standards and operating procedure
• Communicate via telephone and email to address customer issues
• Calmly handle customer complaints and work to find solutions
• Answer client questions or concerns in a timely, informative, and professional manner
• Provide technical assistance and assist with the navigation of the company's platform
• Train clients on newly released platform features
• Qualifying leads and directing them to the appropriate department
• Exhibit expert knowledge regarding the products and services offered
• Compile and update necessary documents, contracts, etc.
• Perform basic administrative and clerical duties as necessary
• Seek assistance and report major problems to upper management
• Obtain and process all client information and transactions
• Work directly with clients to effectively manage their needs and preferences

Requirements

• Excellent computer and technology proficiency
• Experience working in a startup is a plus
• BA or BS in a scientific or communications-related field
• Experience in customer service, customer success, technical support, or a similar role
• Experience in a CRO or biotech company is desirable
• Excellent communication skills and work well under pressure

Benefits

We believe in investing in our employees’ professional development, and encourage networking within the bioscience, tech, and startup communities for all our employees and collaborators. Compensation is top-notch and stock option is available for outstanding employees, commensurate with the impact you have within our organization, and on the scientific community overall. In addition, we provide the time and freedom to pursue independent projects.

• Flexible Spending Accounts (FSA) and Health Savings Account (HSA)
• Parental leave
• Team building events outside of the office
• NY Commuter benefits
• 100% coverage on employee health, vision, and dental insurance, partial coverage for family
• 3 weeks PTO
• STARTUP NY benefits (exempt from New York State and NYC personal income tax, ~10% salary per year)
• Retirement planning (401k)