Customer Support Specialist

Louisville, KY - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Job Title: Customer Support Specialist

Location: Hybrid Boston MA or Louisville KY

About the Role
We are seeking a Customer Support Specialist to serve as the first point of contact for customers delivering fast empathetic and solutions-oriented Tier 1 support. This is a newly created role where youll play a key part in shaping workflows driving process improvements and ensuring our customers feel supported every step of the way.

Responsibilities

Respond to customer inquiries via email and phone in a timely professional and empathetic manner.
Provide accurate product and service information to clients.
Utilize internal systems with attention to detail to ensure rapid and precise inquiry resolution.
Identify and escalate complex issues to the appropriate teams.
Maintain accurate records of customer interactions and support cases.
Assist with quality control checks to uphold operational standards.
Provide feedback to improve workflows documentation and overall customer experience.

Qualifications

Bachelors degree required degree in Biological Sciences or related field preferred.
13 years of customer service or client support experience (help desk ticketing or client-facing role).
Strong analytical and problem-solving skills; approaches issues like a detective.
Excellent written and verbal communication skills with a proactive solutions-oriented mindset.
Ability to thrive in a fast-paced startup environment working both independently and collaboratively.
Experience with ticketing tools (Service Hub Zendesk Service Cloud etc.).
Experience with CRM systems such as HubSpot or Salesforce is a plus.

Compensation & Benefits

Salary: $65000 - $73000
Hybrid work policy: 3 days per week in-office at Boston or Louisville labs
Full-time position
Visa sponsorship not available

Job Title: Customer Support Specialist Location: Hybrid Boston MA or Louisville KY About the Role We are seeking a Customer Support Specialist to serve as the first point of contact for customers delivering fast empathetic and solutions-oriented Tier 1 support. This is a newly created role where yo...