Customer Experience Specialist, Graphing
BioRender · United States
- Hybrid
- Full-time
- $75,000 / year
- United States
Tailored resume — keyword-matched to this role.
Hiring manager — we find who's hiring.
Intro email — drafted to reach them directly.
Job highlights
- Support BioRender's data analysis product users.
- Provide high-touch, personalized customer support.
- Act as a liaison between users and product teams.
- Develop knowledge base content.
- Work remotely in US, Canada, or Ireland.
About the role
About BioRender
At BioRender, we’re on a mission to accelerate the world’s ability to learn, discover, and communicate science — transforming how knowledge is shared and making science open, collaborative, and easily understandable by all.
We’re shaping the future of science communication and are looking for talented individuals to help bring this vision to life! 🚀
Role Summary
The Customer Experience Specialist, Graphing is a dedicated subject matter expert responsible for owning the support experience for BioRender's data analysis product. This individual serves as the primary point of contact for all inbound data analysis inquiries from users and internal teams, delivering high-touch, personalized support to full-serve partners (institution and enterprise accounts). They act as a bridge between users, Product, and Engineering: translating customer feedback into actionable product insights while ensuring researchers receive confident, knowledgeable support calibrated to their level of expertise.
This role initially supports general Customer Experience inquiries during onboarding and product ramp, then transitions to dedicated data analysis support as the beta launches and adoption scales.
Responsibilities
- Serve as BioRender's subject matter expert for the data analysis product, owning inbound support across live chat, email, and internal escalations
- Deliver dedicated, responsive support to full-serve partners, tailored to each account's needs and coordinating alongside Account Executives and Customer Success Managers
- Engage users via calls and video chats as needed to resolve inquiries and build trust in the product and BioRender's support experience
- Communicate data analysis concepts, statistical methods, and visualization best practices at the appropriate level for each user; from early-career researchers to experienced analysts
- Gather, synthesize, and relay user feedback to the Product team, identifying patterns that inform product development
- Partner with Engineering on escalations, bug reports, and deeper technical investigations
- Develop and maintain external knowledge base content as the product evolves
- Support general Customer Experience inbox inquiries during product ramp and as needed across the team
- Serve as the internal resource for data analysis questions across Customer Experience, Customer Success, and Sales
Qualifications
Required:
- Degree in data analysis, statistics, biostatistics, life sciences, or a related field with a strong quantitative foundation
- Working understanding of how data analysis and visualization are applied in the life sciences: including statistical tests used in peer-reviewed publications, figure panels, posters, and grant applications
- Hands-on experience with analytical tools such as GraphPad Prism or similar
- Experience in a customer-facing support or specialist role, preferably in a SaaS or technical product environment
- Strong written and verbal communication skills with the ability to adjust technical depth based on the audience
- Comfort operating in ambiguity, able to build processes and documentation in a pre-launch or evolving product environment
- Self-directed with a bias toward action; proactively identifies issues and drives improvements without direction
Preferred:
- Familiarity with Zendesk, Slack, Looker, Hex, or similar support and data tooling
- Experience supporting scientific or research-oriented users
- Prior experience in an early-stage product or beta launch environment
Success Metrics
At 6 Months:
- Can independently handle any data analysis inquiry with confidence, matching the user's level of expertise.
- Can be introduced to full-serve partners as BioRender's dedicated data analysis support contact.
- Supports general inbox inquiries and contributes to broader team initiatives as the product scales.
At 12 Months:
- Recognized as the sole point of contact for all inbound data analysis support.
- Has built support processes and playbooks for data analysis that didn't previously exist.
- User conversations consistently inform internal product discussions and external knowledge base content.
- Operates as the primary CX partner to Engineering for data analysis escalations and investigations.
Working Conditions:
- Remote-first; must be based in the US, Canada or Ireland
- Standard business hours with availability for live chat and scheduled calls
- Reports to the Customer Experience Manager
- No direct reports
Why join us?
- We are mission-driven: we work collaboratively towards our shared vision of improving scientific communication and accelerating scientific discovery. BioRender figures have appeared in more than 54,000 publications!
- BioRender is loved by millions! We have a world-class NPS and a community of loyal fans and users in 200+ countries!
- Our company is backed by top investors and accelerators like Y Combinator, and we are on a growth trajectory comparable to many top-performing SaaS companies
- We’re remote-first with team members across Canada and the U.S., offering you the flexibility to work from anywhere.
BioRender is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. By submitting this application, you consent to the processing of your personal data by BioRender in accordance with GDPR and our Privacy Policy.
Key skills/competency
- Customer Support
- Data Analysis
- SaaS
- Technical Support
- Life Sciences
- Scientific Communication
- GraphPad Prism
- Customer Success
- Product Feedback
- Problem-Solving
Skills & topics
- Customer Experience Specialist
- Customer Support
- Data Analysis
- SaaS
- Life Sciences
- Technical Support
- GraphPad Prism
- Scientific Communication
- Remote Work
- Customer Success
How to get hired
- Tailor your resume: Highlight experience with data analysis tools like GraphPad Prism and customer-facing roles in SaaS.
- Showcase quantitative skills: Emphasize your degree and understanding of life sciences data analysis and visualization.
- Demonstrate adaptability: Detail experience in ambiguous, evolving product environments and building processes.
- Prepare for technical questions: Be ready to discuss data analysis concepts and statistical methods.
- Highlight communication: Provide examples of adjusting technical depth for different audiences.
Technical preparation
Master data analysis concepts and statistical methods.,Become proficient with GraphPad Prism or similar tools.,Understand life sciences data visualization best practices.,Practice explaining technical topics clearly.
Behavioral questions
Describe a time you handled ambiguity in a role.,How do you prioritize competing customer needs?,Give an example of providing tailored technical support.,How do you gather and relay user feedback effectively?
Frequently asked questions
- What are the primary responsibilities of a Customer Experience Specialist at BioRender?
- The Customer Experience Specialist, Graphing at BioRender is responsible for providing expert support for the company's data analysis product. This includes handling inbound inquiries via chat, email, and escalations, offering personalized support to full-serve partners, and acting as a liaison between users and the Product/Engineering teams. They also develop knowledge base content and serve as an internal resource for data analysis questions.
- What qualifications are required for the Customer Experience Specialist role at BioRender?
- Required qualifications include a degree in data analysis, statistics, biostatistics, life sciences, or a related field with a strong quantitative foundation. Candidates should have a working understanding of data analysis and visualization in life sciences, hands-on experience with tools like GraphPad Prism, and prior experience in a customer-facing support role, preferably in a SaaS environment. Strong communication skills and comfort with ambiguity are also essential.
- Is this a remote position? If so, where can I be located?
- Yes, this is a remote-first position. Candidates must be based in the US, Canada, or Ireland to be considered for the Customer Experience Specialist role.
- What kind of support tools does BioRender use?
- While not strictly required, preferred qualifications include familiarity with support and data tooling such as Zendesk, Slack, Looker, and Hex. These tools are often used to manage customer interactions and analyze data within a SaaS environment.
- How does BioRender support scientific discovery?
- BioRender's mission is to accelerate scientific discovery by transforming how knowledge is shared. Their platform helps make science open, collaborative, and easily understandable. Figures created with BioRender have appeared in over 54,000 publications, demonstrating their impact on scientific communication.
- What is the expected career progression for a Customer Experience Specialist at BioRender?
- Within 6 months, the specialist is expected to independently handle data analysis inquiries and become a known contact for full-serve partners. By 12 months, they should be the sole point of contact for data analysis support, have established support processes, significantly influence product discussions, and be the primary CX partner to Engineering for data analysis escalations.
- What is BioRender's company culture like?
- BioRender fosters a mission-driven culture focused on improving scientific communication and discovery through collaboration. They are a beloved product with a strong NPS, backed by top investors, and operate as a remote-first company. They are committed to diversity and inclusivity.